AccountId: 011433970860
ContactId: 1e76a5a4-fa39-4cc9-b33c-9a6f11c21503
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118769 ms
Total Talk Time (AGENT): 37852 ms
Total Talk Time (CUSTOMER): 56355 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/1e76a5a4-fa39-4cc9-b33c-9a6f11c21503_20250129T16:52_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I was calling to try and see about a patient's eligibility for um insurance.
[AGENT][NEUTRAL] OK, I can help you with eligibility.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] And in case this call is disconnected, may I have your callback number?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I ask who I'm speaking with?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] From Ashner Health.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And [PII], may I have the patient's policy number?
[CUSTOMER][NEUTRAL] So it is.
[CUSTOMER][NEUTRAL] 02560717
[AGENT][NEUTRAL] Thank you, and that was 02560717?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And may I have the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] It is [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And her date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. I do show this coverage is currently active. This is a limited hospital indemnity plan. I show the effective date is [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, because I'm I'm trying to run it for.
[CUSTOMER][NEUTRAL] I was just making sure because it was showing under [PII] I guess that's her husband.
[AGENT][NEUTRAL] That's the policyholder.
[CUSTOMER][NEUTRAL] Yeah it says employee and spouse.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And so it is currently active and.
[AGENT][NEUTRAL] Yes, it is currently active.
[CUSTOMER][POSITIVE] OK, that's all I needed to know thank you so much. I have everything else because she uploaded the uh card for me, the front and back, so.
[AGENT][POSITIVE] OK, well, you're well, you're welcome. Thank you for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.