AccountId: 011433970860
ContactId: 321ff920-b71d-4f60-babc-786440be8453
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98980 ms
Total Talk Time (AGENT): 49631 ms
Total Talk Time (CUSTOMER): 34177 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/321ff920-b71d-4f60-babc-786440be8453_20250224T16:59_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from Emily's Medical Group. Doctor [PII]. I just wanted to verify a member's eligibility.
[AGENT][NEUTRAL] OK, sure, I can assist you with eligibility and may I have your name?
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[AGENT][NEUTRAL] And Ms. [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, it's 227-4042. Yeah.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][NEUTRAL] OK, thank you. All right, and you say you need eligibility today, correct?
[CUSTOMER][POSITIVE] Good.
[AGENT][NEUTRAL] OK. We have an effective date of [PII]. It is active at the moment and this is one of our hospital indemnity plan, which is a limited plan.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right. Any copies on it?
[AGENT][NEUTRAL] Uh, no, there's no co-payments, co-insurance, or deductibles. It pays a flat amount. Do you need the benefit?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] That yeah thank you so much.
[AGENT][NEUTRAL] Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] No, no, thank you.
[AGENT][POSITIVE] OK. Well, you're welcome and thank you for calling APO. Have a good day, Miss [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Thank you. Bye-bye.