AccountId: 011433970860
ContactId: f638a448-9274-47ce-b457-3b35fbda38ef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147339 ms
Total Talk Time (AGENT): 59049 ms
Total Talk Time (CUSTOMER): 58021 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/f638a448-9274-47ce-b457-3b35fbda38ef_20250108T16:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi, good, um, morning, how are you doing today?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] Me, I'm OK. Um, I need, I work at Nicholas Chin's Hospital. Um, I need to get, um, gap coverage information. You can help me with that?
[AGENT][POSITIVE] Yeah, I'm happy to check that it's and eligibility. What is the policy number?
[CUSTOMER][NEUTRAL] The policy, OK, I'll give you the policy.
[CUSTOMER][NEUTRAL] Policy number I have is.
[CUSTOMER][NEUTRAL] 1318049 M as in mom, L as in Luke 8.
[AGENT][POSITIVE] Alright, thank you for that. Let me pull this up and if you don't mind, can I grab your first name and a good call back number please?
[CUSTOMER][NEUTRAL] Um, it's [PII], last name initial [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] And a good callback.
[CUSTOMER][NEUTRAL] Uh, callback number, sorry, [PII].
[AGENT][NEUTRAL] Thanks [PII] and then what is the patient name and date of birth, please?
[CUSTOMER][NEUTRAL] It's um [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you so much.
[AGENT][NEUTRAL] Alright, so it looks like the member at one point did have uh insurance with us. This has terminated as of [PII]. I don't show any other active coverage with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, let me see, um.
[CUSTOMER][NEUTRAL] Insurance, let me see what they have. OK. Alright, no problem. That's all I needed to know. Can I have your um.
[CUSTOMER][NEUTRAL] The reference number and your name.
[AGENT][NEUTRAL] Yeah, absolutely. Yeah, absolutely. So call reference is actually my name with my last initial and then today's date. So my name is [PII], that's spelled [PII] Last initial to my name is [PII] and then just today's date.
[CUSTOMER][POSITIVE] OK, thank you sir have a wonderful rest of your day bye bye.
[AGENT][NEUTRAL] You too, [PII] bye bye.