AccountId: 011433970860
ContactId: 5147506f-bb75-448a-b3d4-c91c2c0483e0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126440 ms
Total Talk Time (AGENT): 58897 ms
Total Talk Time (CUSTOMER): 39389 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/5147506f-bb75-448a-b3d4-c91c2c0483e0_20250226T15:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] My name is [PII] and I'm calling from Qu Clinic registration. I'm calling to check on patient's insurance.
[AGENT][POSITIVE] OK, I can help you, Miss [PII] with uh patients eligibility and benefits. Can I please get your callback number, ma'am, just in case our call is disconnected.
[CUSTOMER][NEUTRAL] It is um [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Um, her name is [PII]. Her birth date is [PII].
[CUSTOMER][NEUTRAL] And her policy number is 023293-99ML7.
[AGENT][NEUTRAL] OK, let me look that policy up real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. Her effective date is [PII].
[AGENT][NEUTRAL] And this is just to verify her coverage is not a guarantee of payment. This is a supplemental insurance policy. It's a gap insurance that helps with deductible, co-pay and co-insurance. She has an inpatient benefit amount per calendar year of $2000.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK perfect and.
[CUSTOMER][NEUTRAL] Is there a reference number that I can put down on this?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name, it's [PII] in today's date.
[CUSTOMER][POSITIVE] Thank you so much, [PII].
[AGENT][POSITIVE] You're welcome, Ms. [PII]. You have a good day and thank you for calling APL.
[CUSTOMER][NEUTRAL] Do you also?
[AGENT][POSITIVE] Thank you, ma'am. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.