AccountId: 011433970860
ContactId: 012ceeb9-af07-4dd5-b9ce-3bf97290bf09
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140559 ms
Total Talk Time (AGENT): 59469 ms
Total Talk Time (CUSTOMER): 51019 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/012ceeb9-af07-4dd5-b9ce-3bf97290bf09_20250619T16:03_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I'm calling to verify eligibility on a patient please.
[AGENT][NEUTRAL] So with eligibility, may I have your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And Miss [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] The policy number is 02489250.
[AGENT][NEUTRAL] Thank you. And the name of the facility you're calling from for my notes, Ms. [PII]?
[CUSTOMER][NEUTRAL] I'm calling from Mary View Medical Center.
[AGENT][NEUTRAL] OK, thank you. And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Patient's first name is [PII] is his last name and the date of birth is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK perfect thank you.
[AGENT][NEUTRAL] All right, and you say you need eligibility, bless you. OK. All right. And we have an effective date. You're welcome. Effective date is [PII]. It is active at the moment and this is one of our limited hospital indemnity policies.
[CUSTOMER][NEUTRAL] Excuse me.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Excuse me.
[AGENT][POSITIVE] Bless you.
[CUSTOMER][NEUTRAL] OK and um.
[CUSTOMER][NEUTRAL] Your name again?
[AGENT][NEUTRAL] My name is [PII]. That's [PII], last [PII].
[CUSTOMER][NEUTRAL] And a reference call number?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][POSITIVE] OK, I appreciate it [PII]. You have a good day.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] You as well, Ms. [PII]. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Uh-huh. You too. Bye.
[AGENT][POSITIVE] No problem