AccountId: 011433970860
ContactId: e98f4d69-f8aa-48a3-a0bd-9d8676030a48
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122239 ms
Total Talk Time (AGENT): 57048 ms
Total Talk Time (CUSTOMER): 31639 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/e98f4d69-f8aa-48a3-a0bd-9d8676030a48_20250502T15:59_UTC.wav
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[AGENT][POSITIVE] Good morning and thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, yes, I'm trying to verify, um, eligibility and to make sure we are in network with this plan for patients.
[AGENT][NEUTRAL] OK, sure, I can assist you with the network information. May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And Miss [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It looks like 02619370.
[AGENT][NEUTRAL] What's the name of the facility you're calling from?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Southeast Medical Group.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] All right, um, first name is [PII] Last name is [PII] and the date of birth is [PII].
[AGENT][POSITIVE] OK, perfect. Thank you.
[AGENT][NEUTRAL] OK, we have an effective date of [PII]. It is active at the moment and this is one of our limited hospital indemnity policies. Um, with this one, if the provider participates with multi-plan, they get that additional discount, but it is not required. It's not a major medical.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Any new benefits. My name is [PII]. That's [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Alright, and what's your name?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling ATO have a good day.
[CUSTOMER][NEUTRAL] Mhm.