AccountId: 011433970860
ContactId: 0b18ae98-5662-4eeb-a8b1-36c346ade62a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154880 ms
Total Talk Time (AGENT): 62814 ms
Total Talk Time (CUSTOMER): 40088 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/0b18ae98-5662-4eeb-a8b1-36c346ade62a_20250619T14:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, I'm calling from a provider's office. I just needed to check a patient's benefits.
[AGENT][POSITIVE] OK, I can help you with benefits. Um, can I get your name and a good callback number, please?
[CUSTOMER][NEUTRAL] Yes, I'm [PII]
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And the callback number is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] Yes ma'am, 022596552.
[AGENT][NEUTRAL] OK, and the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] And show the policy is effective [PII]. Um, I can send over a fax back that outlines everything that's covered frequency duration and all codes, unless there's something you need to go over on the phone.
[CUSTOMER][NEUTRAL] Um, will that includes like how much of his Max has been used for this year and recent history?
[AGENT][NEUTRAL] Uh, no, but let me, he only has one claim on file.
[AGENT][NEUTRAL] Let's see
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, it looks like the only claim we have on file, we've paid out 15,520.
[AGENT][NEUTRAL] Um, and his max, not a guarantee of payment, basic outline of the policy max is 1500.
[AGENT][NEUTRAL] And then it looks like he had a full mouth.
[AGENT][NEUTRAL] On that date, uh.
[CUSTOMER][NEUTRAL] All right, can I get a reference number?
[AGENT][NEUTRAL] Yeah, it's uh my name is [PII], first initial to last name [PII], and today's date. And what's your fax number, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, that's [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, I'll get this faxed over. It just takes a few minutes. And is there anything else I can help with today?
[CUSTOMER][POSITIVE] No ma'am, that was it thank you.
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.