AccountId: 011433970860
ContactId: 2b2dfee9-f968-431f-b379-bdc67de9705c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115589 ms
Total Talk Time (AGENT): 35298 ms
Total Talk Time (CUSTOMER): 47150 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/2b2dfee9-f968-431f-b379-bdc67de9705c_20250513T14:40_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. I'm calling from Homestay Hospital in [PII]. I just need to verify uh benefits on the patient that have APL. Can you help me with that?
[AGENT][POSITIVE] Yes, I can help you with benefits. Could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[CUSTOMER][NEUTRAL] And the number is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. Do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] I have a 02479246.
[CUSTOMER][NEUTRAL] M as in Mary, L as in Louis, and number 7.
[AGENT][NEUTRAL] OK, thank you. And the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Via on [PII].
[AGENT][NEUTRAL] And is this for outpatient benefits?
[CUSTOMER][NEUTRAL] Uh, it's emergency department.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, show the policies effective 4-1-2024. It's currently active.
[AGENT][NEUTRAL] And let me get those benefits pulled up, one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Uh, so it looks like they have a $750 per covered person per calendar day benefit payable.
[CUSTOMER][NEUTRAL] Cold. OK.
[CUSTOMER][POSITIVE] Perfect. Well, thank you so much for your help.
[AGENT][NEUTRAL] OK. Anything else I can help with you, [PII]?
[CUSTOMER][POSITIVE] Uh, no, that would be all. But thank you. Have a great day.
[AGENT][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you for calling APLU as well. Bye bye.
[CUSTOMER][NEUTRAL] OK.