AccountId: 011433970860
ContactId: 98b30eee-9b54-4ab2-9384-41c8ef1331d1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210039 ms
Total Talk Time (AGENT): 77412 ms
Total Talk Time (CUSTOMER): 52524 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/98b30eee-9b54-4ab2-9384-41c8ef1331d1_20250114T16:28_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII] and I'm with the ENT and allergy clinic, and I was calling to check the um to see if the patient's insurance is active.
[AGENT][NEUTRAL] OK, sure. I can assist you with eligibility, Miss [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Uh let me get it pulled up.
[CUSTOMER][NEUTRAL] I'm sorry, hold on.
[AGENT][NEUTRAL] Mm sure.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEGATIVE] OK, you just locked me out. Hold on one second, my computer just logged me out.
[AGENT][POSITIVE] OK. Take your time.
[CUSTOMER][NEUTRAL] OK, it's 750-477.
[AGENT][NEUTRAL] 750477.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, thank you one moment.
[CUSTOMER][NEUTRAL] And what's your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK. And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] The name is [PII] and date of birth is, let me see.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you. OK. And you say you need eligibility. We have an effective date of [PII]. It is active at the moment and this is one of our limited hospital indemnity plans.
[CUSTOMER][NEUTRAL] So he could use this at the um like seeing uh specialist.
[AGENT][NEUTRAL] Um, let me check and see if it has a specialist benefit. One moment.
[AGENT][NEUTRAL] Yes, it does have office visit benefit. Do you need the benefit amount or no?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, no, because he has two other insurance as well, so.
[AGENT][NEUTRAL] OK. Mhm. Is there anything else I can help you with today, Miss [PII]?
[CUSTOMER][NEUTRAL] Uh, just a reference number.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name and the date if you will.
[CUSTOMER][NEUTRAL] You say your name in today's date?
[AGENT][NEUTRAL] Yes. Mhm.
[AGENT][POSITIVE] Yes, is there anything else that? Yeah. Well, thank you for calling APO. You have a good day, Miss.
[CUSTOMER][NEUTRAL] Alrighty, so no, ma'am, that'll be all.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.