AccountId: 011433970860
ContactId: 5c3421b5-813a-4ee2-a651-44f1b68aabec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139639 ms
Total Talk Time (AGENT): 60549 ms
Total Talk Time (CUSTOMER): 53208 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/5c3421b5-813a-4ee2-a651-44f1b68aabec_20250204T18:28_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] OK, so I'm just needing to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, sure. I can assist you with the eligibility. And may I have your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And where are you calling from, Ms. [PII]?
[CUSTOMER][NEUTRAL] At Mercy Hospital, [PII].
[AGENT][NEUTRAL] OK, and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] At [PII] hold on, [PII], sorry, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. All right. And may I have the patient's policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 025.
[CUSTOMER][NEUTRAL] 883-22
[AGENT][NEUTRAL] OK. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] The name is [PII]
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][POSITIVE] Perfect. Thank you. All right. And we have an effective date of [PII]. It is active at the moment and this is one of our limited hospital indemnity plan.
[CUSTOMER][NEUTRAL] No, not today.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Limited OK.
[AGENT][NEUTRAL] Do you need any other information, Miss [PII]?
[CUSTOMER][NEUTRAL] Um, do you have like a reference number or anything I can.
[AGENT][NEUTRAL] We don't have I'm sorry, we don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And how do you spell your name?
[AGENT][NEUTRAL] That's [PII]. Last initial is [PII].
[CUSTOMER][NEUTRAL] Uh huh
[CUSTOMER][NEUTRAL] Uh huh
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][POSITIVE] Alright, thank you so much I appreciate your help.
[AGENT][POSITIVE] You're welcome and thank you for calling APR. Have a good day. Good afternoon, Ms. [PII]. Thank you. Bye-bye.
[CUSTOMER][POSITIVE] Uh huh thank you you too.