AccountId: 011433970860
ContactId: d455f088-c266-4e4f-aeb0-39265e259ebb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134369 ms
Total Talk Time (AGENT): 48018 ms
Total Talk Time (CUSTOMER): 40747 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/d455f088-c266-4e4f-aeb0-39265e259ebb_20250304T20:44_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hey Ms. [PII], this is [PII]. I am calling to see if this um policy is still active and what exactly does it cover?
[AGENT][POSITIVE] OK, I'd be happy to assist with benefits and eligibility today, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] It'll be [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 640329
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] Thank you for that information.
[AGENT][NEUTRAL] Please be advised the verification of coverage is not a guarantee of payment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me make sure this policy look.
[AGENT][NEUTRAL] Now are you calling for medical or dental?
[CUSTOMER][NEUTRAL] Medical
[AGENT][NEUTRAL] OK, I'm showing she has a dental policy with us.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[AGENT][NEUTRAL] Let me see this, well, wait a minute, this right here, what was this?
[AGENT][NEUTRAL] No, it was a hospital indemnity.
[AGENT][NEUTRAL] OK, so she did have a medical hospital indemnity plan, but it um turned on um [PII].
[CUSTOMER][NEUTRAL] Turned on [PII].
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so, um, all she has now is the dental.
[AGENT][NEUTRAL] Um, yes, she has dental.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright, that's all I needed to confirm or verify I should say.
[AGENT][POSITIVE] OK. Well, thank you for calling APL. You have a good day.
[CUSTOMER][POSITIVE] Yes ma'am thank you bye bye.
[AGENT][NEUTRAL] Mhm. Bye bye.