AccountId: 011433970860
ContactId: 25813f9f-14ee-4c19-b8a9-efdaf844d40e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 268950 ms
Total Talk Time (AGENT): 105629 ms
Total Talk Time (CUSTOMER): 87238 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/25813f9f-14ee-4c19-b8a9-efdaf844d40e_20250327T16:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATM. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, calling to get eligibility for remember.
[AGENT][NEUTRAL] OK, I can help you with the eligibility. Can I please get your name and your callback number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm calling from UNC Faculty physicians.
[CUSTOMER][NEUTRAL] And what else did you say you needed?
[AGENT][NEUTRAL] Your callback number?
[CUSTOMER][NEUTRAL] [PII] and can you uh repeat your name for me please again?
[AGENT][NEUTRAL] Yes ma'am, it's [PII], it's [PII] And do I pronounce your name [PII]?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, good. All right. And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] The patient's name is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[CUSTOMER][NEUTRAL] And it's 2606541, and I'm not sure if that is the correct number as I don't have the card.
[AGENT][NEUTRAL] OK, let me look this number up and see if we get close.
[AGENT][POSITIVE] Yes, actually we are.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I do show that Ms. [PII] does have an active policy. The effective date of her policy is [PII].
[CUSTOMER][NEUTRAL] And what type of coverage is this? I know uh your system gave a variety of different types of coverages. Is this the correct one for a hospital indemnity plan or is this something else?
[AGENT][NEUTRAL] Yes, this is the hospital indemnity plan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] And the claims address?
[AGENT][NEUTRAL] Claims address is [PII]. That's in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] Is there a payer ID?
[AGENT][NEUTRAL] Yes, ma'am. That is 60801.
[CUSTOMER][NEUTRAL] Is there a group name or number associated with the plan?
[AGENT][NEUTRAL] Yes, the group number is 70065, and that's Morta.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Can you spell that for me, please?
[AGENT][NEUTRAL] It's A M E R I.
[AGENT][NEGATIVE] S T A F F Inc.
[CUSTOMER][NEUTRAL] You said STAF Inc?
[AGENT][NEUTRAL] Yes, S T A F F like Frank [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] I'm [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it's gonna go to American Public Life.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and I'm, I think I have one more. I'm just trying to check my system before I disconnect with you and get a uh reference number for the call. Just one second.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, that's fine.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] No, I think that was it. OK, and if I can get a reference number for the call today?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name [PII], in today's date.
[CUSTOMER][POSITIVE] All right. Thank you so much. Have a good day.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. I hope you have a wonderful day too. There's nothing else I can help you with before we go.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, ma'am, that'll be all.
[AGENT][POSITIVE] All right. Well, you take care and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you, you as well.
[AGENT][NEUTRAL] Bye-bye, ma'am.