AccountId: 011433970860
ContactId: f1a26f26-f1bc-44c2-a41e-5a9d92574017
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114160 ms
Total Talk Time (AGENT): 53958 ms
Total Talk Time (CUSTOMER): 38957 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/f1a26f26-f1bc-44c2-a41e-5a9d92574017_20250620T17:52_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for contacting APO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, Ms. [PII]. My name is [PII] and I'm calling from Baptisation.
[AGENT][NEUTRAL] [PII], how can I help you?
[CUSTOMER][NEUTRAL] I'm calling to check the gap.
[CUSTOMER][NEUTRAL] Yes, I'm calling to check the gap information of a patient, please.
[AGENT][NEUTRAL] I can help with outpatient benefits. Uh, [PII], what is that policy number we're looking at today?
[CUSTOMER][NEUTRAL] It is 182-29997.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you very much. I need a callback number please in the event that we're disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. He had a policy with us from [PII] until [PII]. So that was [PII] until [PII].
[AGENT][NEGATIVE] 24, uh, that has lasted.
[AGENT][NEUTRAL] As of last December.
[AGENT][NEUTRAL] Now, is there anything else at all that I can help with?
[CUSTOMER][NEUTRAL] So he doesn't, so um she doesn't have an active policy?
[AGENT][NEUTRAL] Not with us, no, she may have one through her employer, but she does not have one through us.
[CUSTOMER][NEUTRAL] OK. OK, perfect, Ms. [PII]. Ms. [PII], may I please have the initial of your last name and a reference number, please?
[AGENT][NEUTRAL] Yes, uh, the initial of my last name is [PII]. We're gonna use that in today's date is our record.
[CUSTOMER][NEUTRAL] And what is your time zone?
[AGENT][NEUTRAL] Uh, we're in Central Standard Time. It's uh [PII] today.
[CUSTOMER][POSITIVE] Thank you, Ms. [PII], for your help.
[AGENT][POSITIVE] OK, thanks for contacting AP.