AccountId: 011433970860
ContactId: 6cbe2184-4a10-499a-a7c5-8554ef8e0942
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144539 ms
Total Talk Time (AGENT): 48821 ms
Total Talk Time (CUSTOMER): 49179 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/6cbe2184-4a10-499a-a7c5-8554ef8e0942_20250613T16:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] calling with Bronson Methodist Hospital, and I am trying to verify eligibility for a patient.
[AGENT][NEUTRAL] I can help you with eligibility, [PII]. Can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, my direct is [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] I have D as in David 49200075.
[AGENT][NEUTRAL] OK, um, that's not one of our policy numbers. Do you have their uh social security number and I can look it up that way?
[CUSTOMER][NEUTRAL] Yep, um, it is, uh, do you want the patience or the subscribers?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] The subscriber, please. Thank you.
[CUSTOMER][NEUTRAL] OK, I have um [PII].
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][NEUTRAL] Oh, I do have the actual policy er number. Sorry, I just pulled up the card. Somebody put it in wrong.
[AGENT][NEUTRAL] That's OK. What's the, what's the policy number?
[CUSTOMER][NEUTRAL] It's 02615114.
[AGENT][NEUTRAL] You said 114, correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you so much for verifying that with me.
[AGENT][NEUTRAL] It looks like this policy is active with an effective date of [PII], and this is a hospital indemnity policy. Did you have any other questions?
[CUSTOMER][NEUTRAL] Nope, I just needed to verify that there was active coverage at this time.
[AGENT][NEUTRAL] Yes, ma'am, there is.
[CUSTOMER][POSITIVE] All right, thanks so much for your help.
[AGENT][POSITIVE] Thank you for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.