AccountId: 011433970860
ContactId: f9bdf9d6-c3b5-4dd5-a93a-d923c0302a45
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111290 ms
Total Talk Time (AGENT): 36871 ms
Total Talk Time (CUSTOMER): 38575 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/f9bdf9d6-c3b5-4dd5-a93a-d923c0302a45_20250423T16:13_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling for Benefits for Gap Insurance.
[AGENT][NEUTRAL] OK, yeah, uh, [PII], can I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, of course. It's gonna be [PII].
[AGENT][NEUTRAL] OK, thank you, and I can help you with benefits. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, of course. I have 01813207 ML 8.
[AGENT][NEUTRAL] OK, thank you. And patient name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII] and date of birth is [PII].
[AGENT][NEUTRAL] And is this for outpatient benefits?
[CUSTOMER][NEUTRAL] Yes, it is.
[AGENT][NEUTRAL] not a guarantee of payment, basic outline of the policy. So the policy is effective [PII] currently active.
[AGENT][POSITIVE] And let me get the benefits pulled up.
[AGENT][NEUTRAL] Um, so they have a $500 per covered person per calendar day benefit.
[CUSTOMER][NEUTRAL] OK. And has this patient um used any of that benefit yet?
[AGENT][NEUTRAL] Um, I don't show anything used for the day.
[CUSTOMER][NEUTRAL] OK, perfect, perfect. Um, do you guys give out reference numbers by any chance for uh, for the calls?
[AGENT][NEUTRAL] Uh, it's just my name and today's date. And is there anything else I can help with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that was about it. Thank you so much.
[AGENT][POSITIVE] Hey, thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] You too thank you bye bye.