AccountId: 011433970860
ContactId: 3f7ba637-a706-4c60-b99d-04e5115ead21
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130720 ms
Total Talk Time (AGENT): 59541 ms
Total Talk Time (CUSTOMER): 39532 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/3f7ba637-a706-4c60-b99d-04e5115ead21_20250403T14:55_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, yes ma'am. I was just calling from Newbury Health Hospital. I was trying to um check eligibility on a patient.
[AGENT][NEUTRAL] Sure, I can assist you with eligibility. And may I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And I'm sorry, I didn't get the name of the hospital. What was the name?
[CUSTOMER][NEUTRAL] Newberry Health Hospital.
[AGENT][NEUTRAL] OK, thank you. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It is 02606454.
[AGENT][NEUTRAL] Thank you. What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Name is [PII] and date of birth is [PII].
[AGENT][POSITIVE] Perfect. Thank you. All right. We have an effective date of [PII]. It is active at the moment and this is one of our limited hospital indemnity policies.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] No, ma'am, do you have a reference number for this call?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's state if you will.
[CUSTOMER][NEUTRAL] OK, what's your name?
[AGENT][NEUTRAL] My name is [PII]. That's [PII].
[CUSTOMER][POSITIVE] All right thank you ma'am.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day, Ms. [PII].
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Mhm.