AccountId: 011433970860
ContactId: a67d115f-98a3-47c0-8a3e-e202a49c2c4b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134520 ms
Total Talk Time (AGENT): 42042 ms
Total Talk Time (CUSTOMER): 67871 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/a67d115f-98a3-47c0-8a3e-e202a49c2c4b_20250210T21:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm calling from a medical facility regarding a mutual patient.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I just spoke with, um, uh, Ms. [PII], and she gave me information about a cancer policy that she has, cancer supplemental policy, and I just want to just make sure it's an active policy and just confirm her benefits.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and your name?
[CUSTOMER][NEUTRAL] My name's [PII] last initial [PII]
[AGENT][NEUTRAL] Spell your first name [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] Uh, let's see, let me go back up here.
[CUSTOMER][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] OK, 02523686.
[AGENT][NEUTRAL] And what's a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and um [PII], you said that you needed eligibility and did you say benefits?
[CUSTOMER][NEUTRAL] Uh, well, she said that this is a cancer supplemental, so I, I, I imagine it will cover cancer treatment.
[AGENT][NEUTRAL] Let's see
[CUSTOMER][NEUTRAL] But I just want to make sure it's an active policy.
[AGENT][NEUTRAL] OK, and what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. So I do show an effective date of [PII] and the policy is active and yes this is a cancer policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect. Let me go ahead and make sure I verify that. Alright, that is what I needed.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Anything else?
[CUSTOMER][POSITIVE] Um, no, ma'am, that's it. Thank you so much. You said your name was [PII]?
[AGENT][POSITIVE] Oh, you're welcome.
[AGENT][NEUTRAL] Uh huh, you'll use my name in today's date as reference for today's call [PII] and then first initial last name is [PII]
[CUSTOMER][POSITIVE] All right, thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.