AccountId: 011433970860
ContactId: 70cf01b1-9f47-4655-b3ad-6812bb085361
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164639 ms
Total Talk Time (AGENT): 51742 ms
Total Talk Time (CUSTOMER): 67626 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/70cf01b1-9f47-4655-b3ad-6812bb085361_20250623T15:38_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling with Castle Elio. I'm calling to verify patients eligibility for ER emergency room, uh, benefits.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] OK, and I'm sorry, I missed your name. What was that?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, Ms. [PII], do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] Yes ma'am, it's in front of me.
[CUSTOMER][NEUTRAL] Um, sorry, at first time seeing this.
[AGENT][NEUTRAL] Oh, you're fine.
[CUSTOMER][NEUTRAL] Uh, policy number, yeah, 02640547.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient name is um [PII]
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, it looks like the policy is active and effective [PII].
[CUSTOMER][NEUTRAL] [PII] yes please like if there's any uh co-pay or any deductible.
[AGENT][NEUTRAL] You need the benefits
[AGENT][NEUTRAL] Not a guarantee of payment, basic outline of the policy.
[AGENT][NEUTRAL] Uh, let's see, so for
[AGENT][NEUTRAL] So this is like a supplemental policy, um, it's not like a major medical. So it just has a very limited benefit, benefit for emergency room. It pays $100 per day, a max of 2 days per year. So it only pays $100.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] For ER?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh my [PII], OK.
[CUSTOMER][NEUTRAL] I think if there's any coinsurance deductible or no?
[AGENT][NEUTRAL] No, it's just that's the maximum payout, so, yeah.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][POSITIVE] Got it um thank you so much. That's all I need is any reference number that I can write down?
[AGENT][NEUTRAL] Uh, reference number is my name is [PII] and today's date.
[CUSTOMER][POSITIVE] Thank you so much. I appreciate your help, ma'am. Have a great day.
[AGENT][POSITIVE] Thanks for calling APL. You as well. Bye bye.
[CUSTOMER][POSITIVE] Thank you bye.