AccountId: 011433970860
ContactId: b5ec4c9e-2fc9-4bbc-83f4-5a09fc5eaf8e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167899 ms
Total Talk Time (AGENT): 52364 ms
Total Talk Time (CUSTOMER): 61729 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/b5ec4c9e-2fc9-4bbc-83f4-5a09fc5eaf8e_20250619T14:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I am calling from Bronson Mother's Hospital. Um, I am just trying to check eligibility for a patient.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Um, can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yeah, [PII] and um.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Yes, um, 02615019.
[AGENT][NEUTRAL] And what was the patient name and date of birth?
[CUSTOMER][NEUTRAL] Um, unique is her first name and Love is her last name and date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And did you say eligibility and benefits?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Uh yes, please, yep.
[AGENT][NEUTRAL] Um, was this for outpatient services or?
[CUSTOMER][NEUTRAL] Um, primary care and specialty care.
[AGENT][NEUTRAL] get the policy pulled up. Um, this is not a guarantee of payment. It's a basic outline of the policy.
[AGENT][NEUTRAL] Oh, let me get that.
[AGENT][NEUTRAL] OK, so for this policy, it pays $50 per day, a max of 4 days per calendar year.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Um, when did this plan start?
[AGENT][NEUTRAL] Uh, effective date [PII].
[AGENT][NEUTRAL] And it's active.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] And then you said it was $50?
[AGENT][NEUTRAL] Yes, um, that's the payable amount. Um, it's a, this is like a supplemental policy, so that's the maximum that it will pay.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Alrighty, well, perfect.
[CUSTOMER][POSITIVE] Thank you so much. Do you have a reference number for this call?
[AGENT][NEUTRAL] Uh, reference number is just my name, [PII], first initial to last name [PII], and today's date. And anything else I can help with today?
[CUSTOMER][POSITIVE] No, that is it, [PII], thank you so much.
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a great afternoon.
[CUSTOMER][POSITIVE] Thank you you as well bye.