AccountId: 011433970860
ContactId: 37f2aeeb-f379-43e3-807a-a98c6580af05
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123529 ms
Total Talk Time (AGENT): 68643 ms
Total Talk Time (CUSTOMER): 39690 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/37f2aeeb-f379-43e3-807a-a98c6580af05_20250415T16:35_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Uh, yes, this is [PII]. I'm calling from Associates of Northeast Louisiana. I'm trying to verify benefits for this patient.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, [PII], I'll be glad to help you. Go ahead and give me your policy number.
[CUSTOMER][NEUTRAL] OK, it's 02419112.
[AGENT][POSITIVE] Alright, [PII], thank you so much for all that information. And while I'm pulling this up, go ahead and give me a good return telephone card number, please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alrighty, [PII], thank you for all that information. Now, your patient's name and date of birth.
[CUSTOMER][NEUTRAL] OK, uh, I'm not sure how to pronounce her first name, but it's [PII] or [PII] and last name is [PII] Date of birth is [PII].
[AGENT][POSITIVE] Alrighty, [PII]. Thank you for all that information. Looks like I guess [PII].
[AGENT][NEUTRAL] And uh, is the insured on this hospital indemnity plan. Now, you did say you were calling for benefits. Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Because I do show that this plan went into effect [PII], but I do show that it's terminated on [PII]. So let me do some checking to make sure she didn't flip to a different number. Let's just see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Make sure.
[AGENT][NEUTRAL] No, ma'am, she did not, so she does not have an active plan here at APL at all, Buffy.
[CUSTOMER][POSITIVE] OK, I appreciate your help.
[AGENT][POSITIVE] Yes, ma'am, is that all I can help you with?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Alrighty, well thanks so much for calling AP Buffy. You have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, ma'am. Bye bye.