AccountId: 011433970860
ContactId: 5f8d2fa4-5013-4e0c-815c-13e44f9f7561
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165880 ms
Total Talk Time (AGENT): 55712 ms
Total Talk Time (CUSTOMER): 40881 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/5f8d2fa4-5013-4e0c-815c-13e44f9f7561_20250422T14:59_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Ere Hospital, and I'm calling to get eligibility and the benefits for a patient.
[AGENT][POSITIVE] Hey [PII], I can help you with eligibility and benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] I do. It's [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] I do it's 026-09280.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, looks like the policy is effective [PII], currently active.
[AGENT][NEUTRAL] And is this for outpatient benefits or office visit or?
[CUSTOMER][NEUTRAL] Emergency department.
[AGENT][NEUTRAL] I guarantee a payment based outline of the policy.
[AGENT][NEUTRAL] Oh, let's see. Excuse me.
[AGENT][NEUTRAL] OK, for ER.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Let me check and see. He's got a hospital consignment, but I'm not seeing ER.
[AGENT][NEUTRAL] This is a real limited policy. Let me check.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, it does have a benefit of $75. That's the maximum payout.
[AGENT][NEUTRAL] Um, this is a hospital indemnity, so it's supplemental policy.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] So they'll pay $75 for an emergency room visit.
[AGENT][POSITIVE] Right, that's the payout, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and the first initial to your last name and a call reference number if you have one?
[AGENT][NEUTRAL] Um, it's D as in Delta, and then it's just my name and today's date. And anything else I can help with?
[CUSTOMER][POSITIVE] OK, thank you. That's it I appreciate it.
[AGENT][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] Bye bye.