AccountId: 011433970860
ContactId: 33541609-a7db-4644-8348-28691798d9c8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131779 ms
Total Talk Time (AGENT): 68941 ms
Total Talk Time (CUSTOMER): 40160 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/33541609-a7db-4644-8348-28691798d9c8_20250321T19:25_UTC.wav
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[CUSTOMER][NEUTRAL] He does.
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm just calling to verify benefits, please.
[AGENT][NEUTRAL] OK, sure. I can assist you with benefits, and I'm sorry, you said your name is [PII]?
[CUSTOMER][NEUTRAL] [PII], [PII]
[AGENT][NEUTRAL] OK, and may I have a callback number just in case we get disconnected, Mr. [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and you're calling from which facility from annotation?
[CUSTOMER][NEUTRAL] Tampa General Hospital, Crystal River.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, thank you and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, it is um 978555.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It is, let me go back over here.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, date of birth [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right, and what type of services being rendered for benefits, [PII]?
[CUSTOMER][NEUTRAL] Uh, ER.
[AGENT][NEUTRAL] 11%. OK. And before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage, and that's just a disclaimer. And oh, well, this one doesn't have coverage for ER. This one is only for admission and hospital confinement.
[CUSTOMER][NEUTRAL] And it's only for admission.
[AGENT][NEUTRAL] hospital confinement, hospital confinement.
[CUSTOMER][NEUTRAL] And, and, and what else?
[CUSTOMER][NEUTRAL] Hospital confinement, did you say?
[AGENT][NEUTRAL] Yeah, uh huh.
[CUSTOMER][NEUTRAL] Confinement. OK, sounds good. Reference number, please?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's date if you will.
[CUSTOMER][NEUTRAL] And your name was again?
[AGENT][NEUTRAL] Can you just spell it? My name is. That's [PII].
[CUSTOMER][POSITIVE] Thank you you have a great day.
[AGENT][POSITIVE] You as well, Mr. [PII], and thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Mm bye bye.