AccountId: 011433970860
ContactId: 05d89c86-2056-4780-8ca4-6171180fe0e4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216869 ms
Total Talk Time (AGENT): 67120 ms
Total Talk Time (CUSTOMER): 82555 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/05d89c86-2056-4780-8ca4-6171180fe0e4_20250324T13:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII] from HA Northwest Hospital. I'm calling in regards to one of our patients that's coming here tomorrow about her APL, if it's um active or not.
[AGENT][POSITIVE] OK, we can help you with that information spell your name for me.
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][NEUTRAL] Oh [PII] OK and you said you're with outpatient facility or hospital?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, yes, Northwest Hospital.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and if you can provide the policy number and your callback number in case we're disconnected.
[CUSTOMER][NEUTRAL] Policy number is 0248.
[CUSTOMER][NEUTRAL] 679.
[CUSTOMER][NEUTRAL] 6
[CUSTOMER][NEUTRAL] ML
[CUSTOMER][NEUTRAL] The number 8
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then our callback number [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] First name, I think it's [PII] and last name [PII]
[CUSTOMER][NEUTRAL] Birthday [PII].
[AGENT][POSITIVE] Thank you for that information, one moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 6
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And if you can verify the patient's name and date of birth for me.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Her effective date is [PII]. Um, this policy is active at this time.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the maximum outpatient benefit.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is up to $5000 per calendar year and any information provided is there. I'm sorry.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] No, um, that, that was all, um, what was your name?
[AGENT][NEUTRAL] It's [PII], but any information provided is, is a verification on a guarantee of benefits. You'll use my name in today's date as your reference. [PII], did you have any other questions?
[CUSTOMER][NEUTRAL] Tomorrow
[CUSTOMER][NEUTRAL] No, that was all.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] Mm bye bye.
[CUSTOMER][NEUTRAL] Bye bye.