AccountId: 011433970860
ContactId: e1dbc790-493b-425f-ab2f-e15530d5322f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 83809 ms
Total Talk Time (AGENT): 35830 ms
Total Talk Time (CUSTOMER): 39808 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/e1dbc790-493b-425f-ab2f-e15530d5322f_20250214T20:25_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, um, my name is [PII]. I'm calling from South Miami Hospital. I'm calling to verify, um, gap insurance for a patient that's coming to an outpatient hospital setting, please.
[AGENT][POSITIVE] Sure, I can assist you with that area. Can I have a callback number for you and that policy number, and I'll be able to assist you.
[CUSTOMER][NEUTRAL] Yes, it's gonna be [PII], that's a direct line.
[CUSTOMER][NEUTRAL] And the policy number is going to be.
[CUSTOMER][NEUTRAL] 1480312 ML 8.
[AGENT][NEUTRAL] Thank you, [PII], and could you verify the patient's name and date of birth and I'll be able to provide you with the benefits.
[CUSTOMER][NEUTRAL] Yes, it's gonna be [PII] [PII].
[AGENT][NEUTRAL] Thank you. This policy has been active since [PII] and it's currently active. I'm calling to verify outpatient benefits. She has outpatient benefits of $500 per calendar day, and this is not a guarantee of benefits, just a disclaimer of the policy coverage. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Um, no, that will be all for today. Can I have your name again and the reference for the call, please?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] In today's date is a reference because we don't provide reference numbers.
[CUSTOMER][POSITIVE] OK. Thank you so much. Have a great day.
[AGENT][POSITIVE] Thanks for calling APA. You have a great one as well. Goodbye.
[CUSTOMER][NEUTRAL] Bye bye.