AccountId: 011433970860
ContactId: e641757c-7f1e-43c8-8ec8-fc83f0c23f43
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135160 ms
Total Talk Time (AGENT): 84309 ms
Total Talk Time (CUSTOMER): 30706 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/e641757c-7f1e-43c8-8ec8-fc83f0c23f43_20250414T15:14_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is. How may I help you today?
[CUSTOMER][NEUTRAL] Oh yes, I'm [PII] calling for Nova Medical. I have a patient. I need to verify coverage please.
[AGENT][POSITIVE] Yes, ma'am. [PII], I'll be glad to help you. Go ahead and give me a good policy number, please, ma'am.
[CUSTOMER][NEUTRAL] OK, it is 02544991.
[AGENT][POSITIVE] Alright, [PII], thank you so much for all that information. Now while I'm pulling this up, go ahead and give me a good return telephone call number, please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Alrighty, [PII], thank you so much for all that information. Now, what is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Well it looks like [PII] is the insured on this hospital indemnity plan. I do show this policy terminated, so let me just do some checking to see if she flipped to a different number maybe. Let's see.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well you did say you were calling for benefits. Is that correct?
[CUSTOMER][NEUTRAL] Yeah, just get effective dates please.
[AGENT][NEUTRAL] That's more about, well, let's see.
[AGENT][NEUTRAL] Checking to see if she wrote a different number, but I do show that the effective date, um, [PII] was [PII], but I do show that this uh policy did terminate on [PII].
[AGENT][NEUTRAL] So she does not have an active coach. Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] OK, could I get a reference?
[CUSTOMER][NEUTRAL] OK, could I get a reference number, please?
[AGENT][NEUTRAL] Well, we don't give reference number, [PII], but you can use my name in today's date and my name is [PII] spelled [PII]
[CUSTOMER][POSITIVE] Thank you. Have a wonderful day.
[AGENT][NEUTRAL] Yes, ma'am. And is that all I can help you with, [PII]?
[CUSTOMER][POSITIVE] That'll be all. Thank you.
[AGENT][POSITIVE] OK, thank you, ma'am for calling IPO. You have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.