AccountId: 011433970860
ContactId: 8f85d5ff-7cd8-487f-92ce-0122ad19266b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91839 ms
Total Talk Time (AGENT): 33461 ms
Total Talk Time (CUSTOMER): 43859 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/8f85d5ff-7cd8-487f-92ce-0122ad19266b_20250617T14:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, good morning. My name is [PII]. I'm calling from Doctor, uh, [PII]'s office with Holy Cross Medical Group. I'm just calling to get benefits on a patient.
[AGENT][POSITIVE] Hey, [PII], I can help you with benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And what's that policy number for the patient?
[CUSTOMER][NEUTRAL] 01066783.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, first name is [PII]. Last name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] So this policy is active and effective [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And will this be for outpatient benefits or what type of benefits?
[CUSTOMER][NEUTRAL] Um, medical for outpatient.
[AGENT][NEUTRAL] This is not a guarantee of payment. It's a basic outline of the policy.
[AGENT][NEUTRAL] Um, for his outpatient benefits, he's got a $500 per covered person per occurrence benefit payable.
[CUSTOMER][NEUTRAL] 10
[CUSTOMER][NEUTRAL] it.
[CUSTOMER][POSITIVE] OK perfect thank you so much and what is your name?
[AGENT][NEUTRAL] Uh, my name is [PII]. First initial to last name is [PII]
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Thank you you have a good day, [PII] thank you so much.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you bye.