AccountId: 011433970860
ContactId: 93c5bc09-ed40-4812-a8ef-bbe5c846d059
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120300 ms
Total Talk Time (AGENT): 41552 ms
Total Talk Time (CUSTOMER): 38736 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/93c5bc09-ed40-4812-a8ef-bbe5c846d059_20250505T14:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, my name is [PII]. I'm just trying to verify eligibility for a patient that's in one of our hospitals.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] I do it's uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, it's uh 02353966.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] It's uh [PII] and it's [PII].
[AGENT][NEUTRAL] Uh, it shows the policy is effective [PII]. It's currently active. And did you need benefits? Is that what you said?
[CUSTOMER][NEUTRAL] Uh, yes, for emergency room, please.
[AGENT][NEUTRAL] On a guarantee of payment, basic outline of the policy.
[AGENT][NEUTRAL] Let me get that pulled up. One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so this is a limited hospital indemnity policy. Um, it has very limited uh, coverage. They don't show any coverage for emergency room. There is for hospital admission and confinement, but not an ICU but not actual emergency room.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so he doesn't have any coverage for the emergency room?
[AGENT][POSITIVE] Correct, under this policy, yes.
[CUSTOMER][POSITIVE] Great, OK, OK, OK, perfect.
[CUSTOMER][POSITIVE] All right I appreciate it thank you.
[AGENT][POSITIVE] Thank you for calling [PII]. I hope you have a good day.
[CUSTOMER][NEUTRAL] Uh huh you too.