AccountId: 011433970860
ContactId: 5c8faa20-0869-47b2-b7c1-f8770494f9e1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100809 ms
Total Talk Time (AGENT): 38929 ms
Total Talk Time (CUSTOMER): 49281 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/5c8faa20-0869-47b2-b7c1-f8770494f9e1_20250313T13:06_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Lexington Medical Center and I was just calling to verify benefits for a patient, please.
[AGENT][POSITIVE] Sure, I can definitely help you with the benefits, and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Absolutely [PII].
[AGENT][NEUTRAL] Thank you. And may I have the member's policy number?
[CUSTOMER][POSITIVE] Absolutely. I have 02594640.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Certainly [PII] and I have his date of birth listed as [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment.
[AGENT][NEUTRAL] I am showing that the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. [PII].
[CUSTOMER][NEUTRAL] And this is a limited indemnity plan, right?
[AGENT][NEUTRAL] Right, it is a hospital indemnity policy.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] OK, I think that was all I needed. I just had to make sure that it was active and he was um eligible and is there a call reference number for today?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much [PII] you have a wonderful day.
[AGENT][POSITIVE] You're welcome, [PII] thanks for calling APL bye bye.
[CUSTOMER][POSITIVE] Take care bye bye.