AccountId: 011433970860
ContactId: 5f4ec2a5-c3b2-4cfc-bcba-b3407c6fa40f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111819 ms
Total Talk Time (AGENT): 56161 ms
Total Talk Time (CUSTOMER): 34887 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/5f4ec2a5-c3b2-4cfc-bcba-b3407c6fa40f_20250310T19:34_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] Hey, this is [PII] at Granville Primary Care. I am trying to verify eligibility for a patient.
[AGENT][POSITIVE] OK, sure, I can assist you with eligibility and seems to require more.
[AGENT][NEUTRAL] And I'm sorry, can you repeat your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number, Miss?
[CUSTOMER][NEUTRAL] It is 1,303,310.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] First name [PII], last name [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. All right, and you say you need eligibility. We have an effective date of [PII].
[AGENT][NEUTRAL] It is showing active at the moment and this is one of our limited policies. Hospital indemnity.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] OK, is there a copay with this one?
[AGENT][NEUTRAL] No, there's no co-payments, coinsurance or deductibles on this one, and we pay a flat amount. Do you need the benefit amount or no?
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] No, mm mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I may help you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Yeah, OK, well thank you for calling APL. You have a good afternoon.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Bye.