AccountId: 011433970860
ContactId: 5aca76f0-16a6-4f86-a59c-ebe01e0d3a95
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 203899 ms
Total Talk Time (AGENT): 65708 ms
Total Talk Time (CUSTOMER): 37845 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/5aca76f0-16a6-4f86-a59c-ebe01e0d3a95_20250402T16:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling on behalf of the City of La Porte EMS, and I'm calling to verify eligibility for a patient that we transported.
[AGENT][NEUTRAL] OK, [PII], I can help you with benefits. Um, do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] It's D as in David 453-02593.
[AGENT][NEUTRAL] And what was the patient name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] How do you spell the last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And is that [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, let's see here.
[AGENT][NEUTRAL] Do you have her date of birth?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, this is not a guarantee of payment basic outline of the policy, and this is for ambulance ground.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I see if that's covered.
[AGENT][NEUTRAL] Um, so this is a hospital indemnity plan and for this benefit it'll just pay a max of $50 per day and a maximum of 1 calendar day per year.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And is there anything else I can help with today?
[CUSTOMER][NEUTRAL] Can I get the effective date?
[AGENT][NEUTRAL] Effective date is [PII] and the policy is active.
[CUSTOMER][NEUTRAL] OK, and can I also get a claims address?
[AGENT][NEUTRAL] Claims address is [PII]. It's [PII].
[AGENT][NEUTRAL] And that's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Perfect. That was all I needed thank you so much for your help.
[AGENT][POSITIVE] OK, thank you for calling ATL have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Right