AccountId: 011433970860
ContactId: 73abcf70-c397-40f7-8a09-c2a674753d85
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120360 ms
Total Talk Time (AGENT): 49500 ms
Total Talk Time (CUSTOMER): 35029 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/73abcf70-c397-40f7-8a09-c2a674753d85_20250616T12:47_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] What is your name?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. This is [PII] from Montina Hospital. How are you?
[AGENT][POSITIVE] I'm good [PII] how are you today?
[CUSTOMER][POSITIVE] Good thank you I need to check eligibility and benefits for a patient that is admitted to the hospital inpatient.
[AGENT][NEUTRAL] Inpatient? OK, I can help with that, [PII]. What is your callback number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and what is the policy number?
[CUSTOMER][NEUTRAL] 02583474
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you very much.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. And the date of birth for her?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] OK, thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I have that number pulled up and you're calling for inpatient benefits for her. Give me one second, I can give that information to you.
[AGENT][NEUTRAL] Now she shows effective as of [PII], this policy shows active and for inpatient, please note verification of benefits provided does not guarantee payment. We pay up to $5000 for the calendar year for inpatient.
[AGENT][NEUTRAL] Benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK and thank you so much and have a wonderful day bye bye.
[AGENT][POSITIVE] You as well, [PII]. Thanks for calling APL. Take care. Bye bye.