AccountId: 011433970860
ContactId: 6704fe02-3364-421a-8e69-85c36ea6a61f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 81349 ms
Total Talk Time (AGENT): 34918 ms
Total Talk Time (CUSTOMER): 30548 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/6704fe02-3364-421a-8e69-85c36ea6a61f_20250310T16:33_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. This is [PII] with Memorial Healthcare Systems. I'm just calling to verify eligibility for a patient.
[AGENT][NEUTRAL] Sure, I can assist you with that, [PII]. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] [PII]. The policy number is 1481847ML7.
[AGENT][NEUTRAL] To, could you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And you're calling to verify outpatient benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active. [PII] has a maximum benefit amount.
[AGENT][NEUTRAL] Of $500 per calendar day and this is not a guaranteed benefits, just a disclaimer on the policy's coverage.
[CUSTOMER][NEUTRAL] OK, give me 1 2nd.
[AGENT][NEUTRAL] Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Um, may I just have your name again? I'm sorry.
[AGENT][NEUTRAL] [PII] in today's date is a reference because we don't provide reference numbers.
[CUSTOMER][POSITIVE] OK, thank you so much for your time.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day. Goodbye, [PII].
[CUSTOMER][NEUTRAL] Yes, sir.