AccountId: 011433970860
ContactId: 38af02c0-543c-4ed8-8d93-6785b806601d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110760 ms
Total Talk Time (AGENT): 41898 ms
Total Talk Time (CUSTOMER): 33549 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/38af02c0-543c-4ed8-8d93-6785b806601d_20250218T22:20_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I need to, uh, this is [PII] at Lolly Medical Center. I need to check, um, just eligibility on a patient please.
[AGENT][NEUTRAL] Oh, sure, I can help you with the eligibility. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Um, ID number I have is 02446268.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Uh [PII], [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And I am showing the policy is active, it's been effective since [PII].
[CUSTOMER][NEUTRAL] OK, and what kind of insurance is this?
[AGENT][NEUTRAL] Let's see, this is their um hospital indemnity policy, so it's a limited medical policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and what's the initial to your last name?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And is there a reference number for the call?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. Thank you so much for your help. Have a good day.
[AGENT][POSITIVE] You're very welcome. You also, and thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.