AccountId: 011433970860
ContactId: e5c09773-539d-4e52-8465-ebf3763ebec1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99459 ms
Total Talk Time (AGENT): 47730 ms
Total Talk Time (CUSTOMER): 41940 ms
Interruptions: 0
Overall Sentiment: AGENT=3.2, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/e5c09773-539d-4e52-8465-ebf3763ebec1_20250110T22:47_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hey, this is [PII] calling from American Family Care in [PII]. I was calling to get um co-pay eligibility for a patient, please.
[AGENT][POSITIVE] OK, yeah, I'd love to help you with that today. And I'm so sorry, but would you mind just repeating your, your name for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII], I appreciate that. And do you mind if I get a good callback number from you?
[CUSTOMER][NEUTRAL] It's [PII]. Let's check in.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Need to check in, go ahead and scan the QR code for me please.
[AGENT][NEUTRAL] And Ms. [PII], may I have your patient's, um, policy number, please?
[CUSTOMER][NEUTRAL] Policy number is 02515816.
[AGENT][POSITIVE] Wonderful. And your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, perfect. [PII] is current and active with us. It looks like he has an effective date of [PII], and this policy is a limited hospital indemnity policy. He's not gonna have a co-pay on it.
[CUSTOMER][POSITIVE] OK. All right, we're getting checked in. Thank you so much.
[AGENT][POSITIVE] Hey, it's my pleasure. Thank you so much for calling us.
[CUSTOMER][NEUTRAL] And can I get a, can I get a uh reference number for this call, please?
[AGENT][NEUTRAL] Oh yeah, you betcha. Um it's gonna be my name, [PII], first initial last name, [PII] in today's date.
[CUSTOMER][NEUTRAL] be like born today's date.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] Hey, it's my pleasure take care.
[CUSTOMER][POSITIVE] You have a good day bye bye.
[AGENT][NEUTRAL] You too. Bye