AccountId: 011433970860
ContactId: cb552918-060b-4d76-b9a2-2893194937c5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168759 ms
Total Talk Time (AGENT): 63220 ms
Total Talk Time (CUSTOMER): 40569 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/cb552918-060b-4d76-b9a2-2893194937c5_20250228T15:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi Miss [PII], my name is [PII] calling from Piedmont Healthcare. I was calling to get ER eligibility for a patient.
[AGENT][NEUTRAL] OK, Miss [PII], I can help you with patients benefits. Um, can you please give me your call back number, ma'am, just in case our call is disconnected.
[CUSTOMER][NEUTRAL] Yes [PII].
[AGENT][NEUTRAL] Thank you ma'am and then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Name [PII].
[CUSTOMER][NEUTRAL] [PII] Date of birth [PII].
[CUSTOMER][NEUTRAL] And policy number 02596142.
[AGENT][NEUTRAL] OK, let me look that policy up real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. The effective date is, well, my computer is spinning. Hold on.
[AGENT][NEUTRAL] Let me look.
[AGENT][NEUTRAL] The effective is [PII].
[AGENT][POSITIVE] And let me get the benefits for you real quick.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And for billing purposes, do we send the policy number or the medical ID number that's listed?
[AGENT][NEUTRAL] The policy number.
[CUSTOMER][NEUTRAL] OK, OK
[AGENT][NEUTRAL] OK, I'm gonna need to pull in his policy and read to see if he has anything for emergency room.
[AGENT][NEUTRAL] Um, because this is a limited benefit hospital indemnity plan.
[CUSTOMER][POSITIVE] Yes please.
[CUSTOMER][POSITIVE] Yeah, I saw that. If you, if you just verify if there's ER benefits, that'd be great.
[AGENT][NEUTRAL] Correct, let me, um, I'll need to pull it up, read it, see if there's anything in there that states emergency room.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Second while the computer loads it up for us.
[AGENT][POSITIVE] It's pretty policy.