AccountId: 011433970860
ContactId: 66696f22-f8f1-4e87-a77d-e06fb4d9ccf9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135710 ms
Total Talk Time (AGENT): 40178 ms
Total Talk Time (CUSTOMER): 35314 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/66696f22-f8f1-4e87-a77d-e06fb4d9ccf9_20250418T14:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi this is [PII]. I'm calling from Homestead Hospital. How are you?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] I'm fine, thank you for asking. I'm calling to confirm a supplementary insurance for a patient.
[AGENT][NEUTRAL] OK, uh, can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, I can help you with eligibility and benefits. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] It's going to be 02462557.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], first name, sorry, [PII] Date of birth [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh show the policies effective [PII]. It's currently active. It is for outpatient services.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Not a guarantee of payment, basic outline of the policy.
[AGENT][NEUTRAL] Uh, let me pull that up. One moment.
[AGENT][NEUTRAL] OK, for their outpatient benefit, they have a benefit of 2500 per person per calendar year payable.
[CUSTOMER][NEUTRAL] Has he used any of his 2500?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] I'm looking. Hold on one moment.
[CUSTOMER][POSITIVE] Hello? Oh, I'm sorry.
[AGENT][NEUTRAL] I don't always use anything.
[CUSTOMER][NEUTRAL] OK. May I have your name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] You said [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And reference number?
[AGENT][NEUTRAL] My name and today's date.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thanks for calling APL. Have a good day.