AccountId: 011433970860
ContactId: bfb9f779-25f2-4345-88d2-a1a591305b43
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156460 ms
Total Talk Time (AGENT): 65449 ms
Total Talk Time (CUSTOMER): 47767 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/bfb9f779-25f2-4345-88d2-a1a591305b43_20250321T14:04_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] Yeah.
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling from Saint Vincent Hospital on a recorded line. And please help me to check the eligibility and the benefits of operation.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you. And can you spell your name for documentation?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][POSITIVE] Thank you, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] And it's 1701089.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Uh, first name is [PII]. Last name is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] All right. And you are needing eligibility and benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And I can help you with that. Uh, [PII], I'm showing that the policy is active.
[AGENT][NEUTRAL] Effective date is.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And this is a limited indemnity policy.
[CUSTOMER][NEUTRAL] Uh, OK, is this a limited benefit plan you said?
[AGENT][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] OK, and could you please spell out your name for me?
[AGENT][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Anything else I can help you with today?
[CUSTOMER][NEUTRAL] And could you please provide me the caller reference number?
[AGENT][NEUTRAL] The call reference number is my name and
[CUSTOMER][NEUTRAL] Yeah, I need the call reference number.
[AGENT][POSITIVE] I can help you with that. It's my name and today's date.
[CUSTOMER][POSITIVE] OK thank you that's all I needed have a nice day.
[AGENT][POSITIVE] And [PII], thank you for calling APL. It was a pleasure to assist you with that eligibility and thank you for calling APL. Take care.
[CUSTOMER][POSITIVE] Thank you.