AccountId: 011433970860
ContactId: 03166031-8e5d-418f-8f19-6140930390a4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139919 ms
Total Talk Time (AGENT): 54398 ms
Total Talk Time (CUSTOMER): 66285 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/03166031-8e5d-418f-8f19-6140930390a4_20250603T13:21_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], this is [PII]. I'm calling from the provider's office, um, and I just wanted to kind of clarify, um, I've got a patient here that has presented with this a card that's a limited benefit hospital indemnity. Is that just for hospital services typically?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, typically, some of them will cover like if they're coming in for like an office visit, just a straight like physician office visit. If you have their uh policy, I can check.
[CUSTOMER][POSITIVE] Yeah, let's do that, please. Um,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The policy number is 024.
[CUSTOMER][NEUTRAL] 16319
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then [PII] for documentation, do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII] I'm sorry, there is an extension [PII].
[AGENT][NEUTRAL] Go ahead.
[AGENT][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] And then what's the patient name and date of birth?
[CUSTOMER][NEGATIVE] [PII].
[CUSTOMER][NEUTRAL] If you need me to spell that, I will.
[AGENT][NEUTRAL] Nope.
[AGENT][NEUTRAL] And then just date of birth?
[CUSTOMER][NEUTRAL] 2
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] And the policy number was 02416319.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] It's through the parent. This is a child.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] It, it only has parent's name on here but I don't know.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I don't know if even if the child's even on there or not.
[AGENT][NEUTRAL] I don't even see the child on here, so I only see coverage for [PII]. It's only, yeah, for the subscriber, no dependent.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII]. OK.
[CUSTOMER][POSITIVE] No that's perfect. Oh that's all I needed to know. That's that answers my question.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right, [PII], not a problem.
[CUSTOMER][POSITIVE] Yes ma'am well thank you for your help.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too. Mm bye-bye.
[AGENT][NEUTRAL] Bye bye.