AccountId: 011433970860
ContactId: bfc57cbd-d578-4f5a-bd72-32d6d5d6df1c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115510 ms
Total Talk Time (AGENT): 35348 ms
Total Talk Time (CUSTOMER): 49527 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/bfc57cbd-d578-4f5a-bd72-32d6d5d6df1c_20250311T13:57_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling IPL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm just calling to check eligibility please.
[AGENT][NEUTRAL] OK, you may I ask who's calling?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII]. I'm calling from University Orthopedics.
[AGENT][NEUTRAL] OK, [PII], do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yeah, my direct line is [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number is.
[CUSTOMER][POSITIVE] Sorry, what, mm I just had it I'm sorry.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] So the outpatient benefit right um 018.
[CUSTOMER][NEUTRAL] 388.
[CUSTOMER][NEUTRAL] 85
[CUSTOMER][NEUTRAL] M as in Mary, L as in Lotus, 8.
[AGENT][NEUTRAL] OK. And what's the patient's name?
[CUSTOMER][NEUTRAL] Patient's name is [PII] I'm sorry.
[AGENT][NEUTRAL] And what's her date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] Thank you, [PII], and you were just needing benefits.
[CUSTOMER][NEUTRAL] Yeah, just eligibility.
[AGENT][NEUTRAL] OK. Is this for medical or dental?
[CUSTOMER][NEUTRAL] For medical.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date is [PII]. The policy is active.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's all. I appreciate it.
[AGENT][POSITIVE] Thank, thank you, [PII] for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.