AccountId: 011433970860
ContactId: 6c66003e-b855-4c89-9a29-38e89816349e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91910 ms
Total Talk Time (AGENT): 31039 ms
Total Talk Time (CUSTOMER): 42822 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/6c66003e-b855-4c89-9a29-38e89816349e_20250505T13:51_UTC.wav
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[CUSTOMER][NEUTRAL] So we
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm calling to get eligibility for a patient that's being seen in my ER.
[AGENT][NEUTRAL] Can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. Last initial is [PII] and my number is [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number of that patient?
[CUSTOMER][NEUTRAL] I do. It is 02606628.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] First name is [PII]. Last name [PII], and date of birth is [PII].
[CUSTOMER][NEUTRAL] You know, you know, the orders the draw and all that stuff.
[AGENT][NEUTRAL] OK, looks like the policy is effective [PII] and not a guarantee of payment basic outline of the policy.
[AGENT][NEUTRAL] Um, let me get that pulled up.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Um, so this is like a supplemental policy, so it has limited benefits for emergency room. It just pays a maximum of $50.02 days per calendar year.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.