AccountId: 011433970860
ContactId: e5dd7ef6-1405-43a7-a6b9-61eac1304a43
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110680 ms
Total Talk Time (AGENT): 21086 ms
Total Talk Time (CUSTOMER): 53400 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/e5dd7ef6-1405-43a7-a6b9-61eac1304a43_20250331T16:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Good morning. I'm calling from Bapti Patient Services. My name is [PII]. First initial and my last name is gonna be [PII]. I'm calling because we have a patient here with the gap insurance with APL and we just wanna see that max amount and also how much she has remaining.
[AGENT][POSITIVE] OK, [PII] I'm happy to check on benefits. Do you have their policy number there?
[CUSTOMER][NEUTRAL] Yeah, of course. Let me pull that up for you. Policy numbers whenever you're ready.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Alright, policy number starts with numbers 02061936, then the letters M for Mary, L for Lima, and then the number 8.
[AGENT][NEUTRAL] Alright, thank you. And then [PII], do you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yep, callback number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, patient name is going to be.
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Are you still there, [PII]?
[CUSTOMER][NEUTRAL] Yeah, can you hear me?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] [PII], are you still there?
[CUSTOMER][NEUTRAL] Yep, I'm here. Can you hear me?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?