AccountId: 011433970860
ContactId: d804d688-56e8-4f0d-90fe-ddfc9130c4cc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137419 ms
Total Talk Time (AGENT): 45559 ms
Total Talk Time (CUSTOMER): 55975 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/d804d688-56e8-4f0d-90fe-ddfc9130c4cc_20250402T19:25_UTC.wav
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[CUSTOMER][NEUTRAL] So.
[AGENT][POSITIVE] Thanks for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, uh, good afternoon. I'm sorry, [PII], uh, what is the initial of your last name?
[AGENT][NEUTRAL] Sorry
[AGENT][NEUTRAL] Uh, it's [PII].
[CUSTOMER][NEUTRAL] Thank you, my name is [PII]. My initial is [PII] I'm calling from Montsina Hospital, and the reason that I'm calling is because I need to check eligibility and benefits on a patient, please.
[AGENT][POSITIVE] OK, I can help you with eligibility and benefits. Can I get a good callback number, [PII]?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, 0245.
[CUSTOMER][NEUTRAL] 8552 M like Mary L like Larry number 7 patient's name.
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] And the date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, it's not a guarantee of payment. It's a basic outline of the policy. I show the policy is effective [PII]. It's currently active.
[AGENT][NEUTRAL] And is this gonna be for outpatient benefits?
[CUSTOMER][NEUTRAL] Inpatient.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Inpatient, OK.
[AGENT][NEUTRAL] Um, inpatient benefit, they have a $5000 calendar year maximum.
[CUSTOMER][NEUTRAL] Do you use anything?
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] I did not show anything used so far to date.
[CUSTOMER][NEUTRAL] OK, uh, can you give me a reference number please?
[AGENT][NEUTRAL] Uh, reference number is just my first name, first initial of my last name, and then today's date. Can I help with anything else today, [PII]?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] No, that's it thank you [PII] bye bye have a wonderful day bye bye.
[AGENT][POSITIVE] OK, thank you for calling APLU as well.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.