AccountId: 011433970860
ContactId: 0612344f-7372-421a-99d4-ebd8165b3f73
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110449 ms
Total Talk Time (AGENT): 51586 ms
Total Talk Time (CUSTOMER): 49449 ms
Interruptions: 0
Overall Sentiment: AGENT=3.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/0612344f-7372-421a-99d4-ebd8165b3f73_20250610T15:28_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Pembroke Pink Imaging. I wanna check to see if a patient is active and what her max is.
[AGENT][POSITIVE] OK, of course I can help with that. Ada. May I have your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you so much. And the policy number, please?
[CUSTOMER][NEUTRAL] Policy number is 1823116.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], thank you very much. And what is that date of birth for [PII]?
[CUSTOMER][NEUTRAL] And her date of birth is [PII].
[AGENT][POSITIVE] OK, thank you very much and you're calling for eligibility and benefits. Give me one moment.
[CUSTOMER][NEUTRAL] Yes, I work pink imaging.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am, she shows effective as of [PII], excuse me, [PII], and this policy shows active as a supplemental and for outpatient benefits. Her benefits pay on a per day max. Please note verification of benefits provided does not guarantee payment. We pay up to $500 per day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Per day? OK, per day.
[CUSTOMER][NEUTRAL] And then of course she has a map because it's per day and then the reference number for that would be [PII] in today's date.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, yes, ma'am, and you need my last initial that's [PII].
[CUSTOMER][POSITIVE] OK, oh, OK, got it. All right, so we're done then. Thank you so much, [PII]. You have a good day, OK?
[AGENT][NEUTRAL] You're welcome, [PII].
[AGENT][POSITIVE] You as well thanks for calling APL bye.
[CUSTOMER][NEUTRAL] Bye bye now. Bye.