AccountId: 011433970860
ContactId: d76fd95f-334c-4c0c-ad70-57079c5e1b4d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177139 ms
Total Talk Time (AGENT): 88460 ms
Total Talk Time (CUSTOMER): 94782 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/d76fd95f-334c-4c0c-ad70-57079c5e1b4d_20250605T15:51_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] But I don't.
[CUSTOMER][NEUTRAL] Good morning. Uh, my name is [PII]. Um, I'm calling because I'm here to verify a patient, uh, that I have, and he has a gap insurance.
[AGENT][POSITIVE] Hey, [PII], I'll be glad to help you. Go ahead and give me a good policy number, please, sir.
[CUSTOMER][NEUTRAL] So the policy number will be 1333979M as in mother, L as in lover 8.
[AGENT][NEUTRAL] Alrighty, thank you, [PII] for all that information now. Go ahead while I have you, while I'm pulling this up and give me a good return telephone call number, please, sir.
[CUSTOMER][NEUTRAL] Did you get that?
[CUSTOMER][NEUTRAL] It will be one second, it will be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, well, and thank you for all that information. Now, your patient's name and date of birth today, please, sir?
[CUSTOMER][NEUTRAL] He will be [PII] and the date of birth would be [PII].
[AGENT][NEUTRAL] Alright, thank you for that, [PII]. Looks like [PII] is the insured on this medical supplemental plan. I do show this number is terminated, so let me go and see if they flipped to a different number. Looks like maybe, give me just a second, do some research, OK?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Let's make sure.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh I can find it I don't know.
[AGENT][NEUTRAL] Well, it looks like they did flip to a different number, but it is still terminated. They hadn't had a medical supplemental plan here since, uh, [PII], [PII].
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, perfect. Just give me one second, let me, can you, can I get your name and the, and the reference number?
[AGENT][NEUTRAL] OK, well.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Was that all that I can answer for you today, [PII]?
[CUSTOMER][NEUTRAL] You know
[CUSTOMER][NEUTRAL] Yeah, that's, that's all I need. I just need the, the reference number and the, yeah.
[AGENT][POSITIVE] Alrighty, alrighty.
[AGENT][NEUTRAL] And, and we do not give reference number [PII], but you can use my name and today's date and my name is [PII] and that is spelled [PII]
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, so [PII], and then what is the first letter of the last name?
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I've
[CUSTOMER][NEUTRAL] Oh, [PII], OK. Oh.
[CUSTOMER][POSITIVE] Perfect, uh, thank you so much for everything, OK? Have a great day.
[AGENT][POSITIVE] Alrighty, you're so welcome, [PII] and you as well, and thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Bye.