AccountId: 011433970860
ContactId: 8e5bb74a-f8d5-4bab-a2a6-82e38420c91d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181169 ms
Total Talk Time (AGENT): 81122 ms
Total Talk Time (CUSTOMER): 57367 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/8e5bb74a-f8d5-4bab-a2a6-82e38420c91d_20250508T22:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, I was wondering if I'm able to use my um card or whatever to go to the emergency room.
[AGENT][NEUTRAL] OK, I can help you with your benefits, sir. Can you please give me your name and your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] It'll be [PII] and my number is [PII].
[AGENT][NEUTRAL] OK, [PII]. And what is your policy number?
[CUSTOMER][NEUTRAL] Let's see, it'll be, I hope it is 026 11 226.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK. No, sir. Um, first, let's verify your, your, um, date of birth. Can you give me your date of birth, sir?
[CUSTOMER][NEUTRAL] It'll be [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] My address is [PII], and my email is [PII] and my phone number is [PII].
[AGENT][POSITIVE] OK, thank you very much for verifying that information for me.
[AGENT][NEUTRAL] OK. So that policy number that you gave me is for a dental only.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] But you have a hospital indemnity plan?
[AGENT][NEUTRAL] And let me look at that one and see.
[AGENT][NEUTRAL] OK, and this is just to verify your benefits. It's not a guarantee of payment. You do have emergency room benefits for outpatient accident or sickness treatment.
[AGENT][NEUTRAL] That covers $50.
[CUSTOMER][POSITIVE] All right. Thank you.
[AGENT][NEUTRAL] You're welcome. Is there anything, are you OK?
[CUSTOMER][NEUTRAL] It covers $50.
[AGENT][NEUTRAL] Yeah, it covers $50.50 bucks.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] All right. Thank you very much.
[AGENT][NEUTRAL] And you get 2 a year. You get 2 of those a year.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Uh.
[AGENT][POSITIVE] You're welcome, [PII]. I hope you have a good night and thank you for calling APL.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.