AccountId: 011433970860
ContactId: 47750bf4-ce93-4bd0-8ec2-ef500b06fc4d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182740 ms
Total Talk Time (AGENT): 94262 ms
Total Talk Time (CUSTOMER): 56259 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/47750bf4-ce93-4bd0-8ec2-ef500b06fc4d_20250211T19:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I'm calling from Middleburg Pediatrics, and I'm just trying to get eligibility and benefits on a patient, please.
[AGENT][NEUTRAL] OK, I can help you with eligibility and benefits, Ms. [PII]. What is your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Alright, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] OK, and what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII]'s policy number, please?
[CUSTOMER][NEUTRAL] 025761777.
[AGENT][NEUTRAL] OK, let me repeat that because we had a little uh break up 025761777?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, let me check that real quick.
[AGENT][NEUTRAL] OK, I am showing that [PII] does have an active policy and her effective date is [PII].
[CUSTOMER][POSITIVE] I'll be right there. I'm coming.
[CUSTOMER][NEUTRAL] OK, I'm coming
[AGENT][NEUTRAL] And this is just to verify coverage it's not your payment. This is a hospital indemnity plan it's limited and um she has benefits if she goes in the hospital of um hospital admission benefit one day per calendar year is $500 a hospital confinement benefit for 30 days per calendar year is $50.
[CUSTOMER][NEUTRAL] Now need to come back for [PII] right.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Mm goodness OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And it doesn't pay anything for like regular office visits?
[AGENT][NEUTRAL] Um, let me look and see. She does, um, have office visits for a year for sickness.
[AGENT][NEUTRAL] And that pays $50.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's for sickness or accident.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] Alright, and is there a reference number I can get from you?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name. It's [PII] today's date.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh [PII].
[CUSTOMER][POSITIVE] All right thank you so much for your help.
[AGENT][POSITIVE] You're very welcome, Miss [PII]. You have a good rest of your day and thanks for calling APL, ma'am.
[CUSTOMER][POSITIVE] You're welcome bye bye.
[AGENT][POSITIVE] Thank you, ma'am. Bye bye.