AccountId: 011433970860
ContactId: 3f49877c-8782-4f1c-9a7d-a1195b7c06e8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115569 ms
Total Talk Time (AGENT): 38838 ms
Total Talk Time (CUSTOMER): 41271 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/3f49877c-8782-4f1c-9a7d-a1195b7c06e8_20250515T20:09_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm calling on behalf of Homestead Hospital to verify member eligibility and benefits for an ER visit with us.
[AGENT][POSITIVE] Hey, I can help you with benefits and eligibility. Could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] My name is [PII], and my callback number is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And then can I get the policy number for that patient?
[CUSTOMER][NEUTRAL] One
[CUSTOMER][NEUTRAL] 01480396 M as in Michael, L as in Lima and the number 8.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Last name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] They show the policy is effective and active. [PII].
[AGENT][NEUTRAL] Uh, let me get those benefits pulled up. One moment.
[AGENT][NEUTRAL] Anything that quotes is not a guarantee of payment basic outline of the policy.
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] Uh, outpatient benefits, they have a $500 per covered day uh benefit payable per calendar day.
[CUSTOMER][NEUTRAL] OK, and what is the group name on the policy?
[AGENT][NEUTRAL] Uh group name is
[AGENT][NEUTRAL] Professional Care Inc.
[CUSTOMER][NEUTRAL] OK, and did you say your name is [PII]?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] All right, thank you for your time today.
[AGENT][POSITIVE] Thanks for calling APL hope you have a good day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you, bye bye.