AccountId: 011433970860
ContactId: f42aebb1-6492-4b59-b0ec-da44e6c3f920
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160839 ms
Total Talk Time (AGENT): 76548 ms
Total Talk Time (CUSTOMER): 69954 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/f42aebb1-6492-4b59-b0ec-da44e6c3f920_20250422T14:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] calling from Pembroke Pink Imaging um checking um to see if a patient is active and what her maximum is.
[AGENT][NEUTRAL] Oh, OK, I can help you with all that. What is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and may I have the policy number?
[CUSTOMER][NEUTRAL] Sure. 02451626.
[AGENT][POSITIVE] Thank you so much. And let me just repeat that to you just to confirm I have that correct. I have that as 02451626.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Verify the patients. Thank you. Name and date of birth?
[CUSTOMER][NEUTRAL] That's it.
[CUSTOMER][NEUTRAL] That name is [PII] [PII].
[AGENT][NEUTRAL] Thank you so much [PII]. and you're calling for eligibility and benefits. Um, now this is a term policy termed as of [PII]. If you would please just bear with me, let me just check to see if there's an active policy for her. One moment.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Mhm. Thanks.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] And thank you for your patience. I was able to locate an active policy, and I'm ready to give you that policy number to you.
[CUSTOMER][POSITIVE] Oh, that's awesome [PII] thank [PII] you checked. What's what's the number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] It is 02552438.
[CUSTOMER][NEUTRAL] 02552438. OK. And that one's active since when?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII] and shows current.
[CUSTOMER][NEUTRAL] Hold on
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] [PII], right? Active.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK. And what is her max number?
[AGENT][NEUTRAL] Now for your benefits.
[AGENT][NEUTRAL] OK, now this pays on a per day max. Please note verification of benefits provided does not guarantee payment. We will pay up to $3000 per calendar day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Per calendar day, got it.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Alright and then the only thing I need is a reference number it should be your name and today's date, correct?
[AGENT][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] That is correct. Again, my name is [PII].
[CUSTOMER][POSITIVE] [PII], OK, and you, so we're done. Thank you so much. You have a wonderful day, OK?
[AGENT][POSITIVE] You as well and thank you for calling APL. Take care bye.
[CUSTOMER][POSITIVE] Thank you. Bye bye.