AccountId: 011433970860
ContactId: 860e97ef-68cc-4686-b63e-1361dfbebb49
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123500 ms
Total Talk Time (AGENT): 48000 ms
Total Talk Time (CUSTOMER): 43253 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/860e97ef-68cc-4686-b63e-1361dfbebb49_20250617T20:55_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] initial W calling from Wellstar Spalding Hospital to obtain benefits and eligibility for a patient.
[AGENT][NEUTRAL] OK, [PII], I can help you with benefits and eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] It is [PII]. That's the direct number, no extension.
[AGENT][NEUTRAL] OK, thank you. And what's the policy number for that patient?
[CUSTOMER][NEUTRAL] It is 02599089.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] OK, it looks like her policy is effective 21725. It's currently active.
[AGENT][NEUTRAL] And is this for outpatient hospital or what type of benefits?
[CUSTOMER][NEUTRAL] Emergency room visit?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] I guarantee of payment, basic outline of the policy.
[AGENT][NEUTRAL] Um, let's see or.
[AGENT][NEUTRAL] Um, so this is like a limited hospital indemnity policy, so it doesn't really have any like major medical coverage for this. It would be a max payout of
[AGENT][NEUTRAL] 75, um, that's the maximum it'll pay.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] But as far as the one emergency room visit I'm guessing.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Alrighty, thank you very much for your information. I really appreciate it. Is there a reference for call for this phone number?
[AGENT][NEUTRAL] Uh, my, it's my name, [PII], first initial to last name [PII], and today's date.
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Uh, ANY.
[CUSTOMER][POSITIVE] ANY alrighty thank you very much.
[AGENT][POSITIVE] Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.