AccountId: 011433970860
ContactId: e3048112-a0a3-4e11-b60d-8b0b1e82cb12
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 79000 ms
Total Talk Time (AGENT): 46911 ms
Total Talk Time (CUSTOMER): 23935 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/e3048112-a0a3-4e11-b60d-8b0b1e82cb12_20250512T19:03_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting HBO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I was just trying to verify eligibility for a patient.
[AGENT][NEUTRAL] I can certainly help with eligibility. With whom am I speaking, please?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][POSITIVE] I can certainly help you eligibility. Oh, can you hear me a little better now?
[CUSTOMER][NEGATIVE] It's really hard to hear.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I can certainly help with eligibility. With whom am I speaking?
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] And thank you. What is that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] 02137698
[AGENT][NEUTRAL] Thank you, and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much. Well I'm looking this up, if I could just have a callback number please in the event we disconnected.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I appreciate that. And the policy, this is the secondary gap insurance, and it went into effect on [PII]. It is active. Now, is there anything else that I can tell you about the secondary or gap insurance while we're on the phone?
[CUSTOMER][NEUTRAL] No, just now just if there's a reference number.
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII], and we're gonna use that and today's date is our.
[CUSTOMER][POSITIVE] Perfect thank you so much I appreciate it.
[AGENT][POSITIVE] Mhm, thanks for contacting APO. Have a good day.