AccountId: 011433970860
ContactId: bf41d180-2f29-4d53-a498-e7fa621b9500
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130779 ms
Total Talk Time (AGENT): 67448 ms
Total Talk Time (CUSTOMER): 48356 ms
Interruptions: 0
Overall Sentiment: AGENT=3.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/bf41d180-2f29-4d53-a498-e7fa621b9500_20250407T14:53_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I was calling to verify a patient's eligibility, please.
[AGENT][POSITIVE] Well [PII], it would be a pleasure to assist you with the eligibility. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, [PII], and the policy number for the patient, please.
[CUSTOMER][NEUTRAL] I have 02539236.
[AGENT][NEUTRAL] And the patient's name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][POSITIVE] All right, thank you, and it would be my pleasure to assist you with that eligibility for [PII]. I'm showing that her policy is active. Effective date is [PII]. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I was also needing to see if she had, um.
[CUSTOMER][NEUTRAL] Emergency room benefits? I mean if he had emergency room benefits on this policy.
[AGENT][NEUTRAL] Yes, ma'am. I can help you with that. Now, there are no emergency room benefits benefits on this plan. It's a limited hospital indemnity policy.
[CUSTOMER][NEUTRAL] OK, alright, and is there any way I could get the initial of your last name and a call reference number?
[AGENT][NEUTRAL] The call reference number is gonna be my name in today's date, and the first initial last name [PII].
[AGENT][POSITIVE] And [PII], it's a pleasure to assist you with those eligibility and benefits. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] It the spelling of your first name please.
[AGENT][NEUTRAL] It's, oh, I'm so sorry. It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK, alright, thank you so much, at least I greatly appreciate it.
[AGENT][POSITIVE] My pleasure to assist you today, [PII]. Thank you for calling APL and have a wonderful day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.