AccountId: 011433970860
ContactId: f8d578e8-82a8-497c-829a-5ce52c07e9b0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172770 ms
Total Talk Time (AGENT): 75131 ms
Total Talk Time (CUSTOMER): 64884 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/f8d578e8-82a8-497c-829a-5ce52c07e9b0_20250424T14:52_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I'm trying to get eligibility for one of my patients.
[AGENT][NEUTRAL] Sure, I can assist you with the eligibility. May I have your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] OK. Thank you. And what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] I'm calling from UPMC Pinnacle Hospital.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, that is, oops, I just had that and clicked out of it. Um, I have an ID number of D as in dog 49000052.
[AGENT][NEUTRAL] OK. Do you see a policy certificate number? It's gonna start with a 0 followed by 7 digits.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Sorry, I do have that number also I have a 02595572.
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] Thank you. Perfect. Let me go ahead and pull that for you.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] That's the first time I've ever had that.
[AGENT][NEUTRAL] OK. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] And I'm like what.
[CUSTOMER][NEUTRAL] The patient is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK thank you. And you said you need eligibility today, correct?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK. Um, we have an effective date of March, I'm sorry, not March. I don't know what to say March. It's [PII]. It is active at the moment and this is one of our limited hospital indemnity plan.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And could I get a reference number for the call?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you would like, Miss [PII], do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh, yes, if I can have the spelling of your name please.
[AGENT][NEUTRAL] Yes, sure. That's [PII]. That's initial [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much so I appreciate your help today.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye.