AccountId: 011433970860
ContactId: f1733f4e-a022-4c5d-a7f2-7f3ca811a5a9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187960 ms
Total Talk Time (AGENT): 71487 ms
Total Talk Time (CUSTOMER): 40610 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/f1733f4e-a022-4c5d-a7f2-7f3ca811a5a9_20250103T14:50_UTC.wav
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[AGENT][NEUTRAL] Hi, thanks for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yeah, [PII], I'm just looking for a patient's eligibility information.
[AGENT][POSITIVE] Yeah, I'd love to help you with some eligibility um and may I have your name please?
[CUSTOMER][NEUTRAL] Yeah, my first name is [PII].
[AGENT][NEUTRAL] Thank you, Miss [PII], and that policy number?
[CUSTOMER][NEUTRAL] 0255.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 919-5.
[AGENT][NEUTRAL] Thank you. And while I get that policy pulled up, do you mind if I also go ahead and get a good callback number from you?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Appreciate it and your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Um, first and last name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] And your patient is current and active with us. She has an effective date of [PII].
[CUSTOMER][NEUTRAL] OK and um can you tell me if this is in network or if this would apply to an office visit?
[AGENT][NEUTRAL] Yeah, um, so the policy is a limited supplemental hospital indemnity policy, so.
[AGENT][NEUTRAL] It doesn't have a network, but I can let you know if she has coverage as far as in an office under this policy. One second while I get that pulled up.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] All right, I am not showing.
[AGENT][NEUTRAL] Um, any office visit coverage under this plan. It looks like it's just for the hospital or ICU.
[CUSTOMER][NEUTRAL] Hospital or ICU?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, all right, very good, that's all I needed.
[AGENT][POSITIVE] Perfect, is there anything else I can do for you, Ms. [PII]?
[CUSTOMER][POSITIVE] I think we're good.
[AGENT][POSITIVE] Alrighty well, hey, thank you so much for calling APL. I hope you have a fabulous day and a happy [PII].
[CUSTOMER][POSITIVE] Same to you, thank you.
[AGENT][POSITIVE] My pleasure.
[CUSTOMER][NEUTRAL] Alright bye bye.
[AGENT][NEUTRAL] Bye bye.