AccountId: 011433970860
ContactId: 07a80ce5-70b1-42fa-8692-8f397dfa3ff3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111529 ms
Total Talk Time (AGENT): 41849 ms
Total Talk Time (CUSTOMER): 41747 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/07a80ce5-70b1-42fa-8692-8f397dfa3ff3_20250520T14:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. This is [PII] from Montina Hospital. How are you?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] Good good [PII], what is the nature of your last name?
[AGENT][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] Might be like boy. Um, the reason that I'm calling is I need to check eligibility and benefits on the patient that is admitted.
[AGENT][NEUTRAL] OK, [PII], I can help you with that. Um, do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And the policy number for the patient?
[CUSTOMER][NEUTRAL] 02348143 ML 7.
[AGENT][NEUTRAL] Patient name and date
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, and then needing inpatient eligibility and benefits.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, looks like the policy is active and effective [PII].
[AGENT][NEUTRAL] Yeah, I get this
[CUSTOMER][NEUTRAL] 6123.
[AGENT][POSITIVE] Yes, let me get those benefits pulled up. One moment.
[AGENT][NEUTRAL] This is not a guarantee of payment, it's a basic outline of the policy.
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] OK, for their inpatient benefits, there's a $5000 per covered person per calendar year maximum benefit payable.
[CUSTOMER][NEUTRAL] OK, did he use anything?
[AGENT][NEGATIVE] Uh, it looks like I don't show anything has been used at all.
[CUSTOMER][POSITIVE] OK thank you [PII] have a wonderful day bye bye.
[AGENT][POSITIVE] Thanks for calling ATS. Have a great day. Bye bye.