AccountId: 011433970860
ContactId: 0daadfdf-5915-414a-b2fe-a98d687c9f7e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99190 ms
Total Talk Time (AGENT): 43247 ms
Total Talk Time (CUSTOMER): 35035 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/0daadfdf-5915-414a-b2fe-a98d687c9f7e_20250424T12:18_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes ma'am, um, I have a patient that's supposed to be coming in. I just need to make sure they're active and I'm checking for remaining maximum.
[AGENT][NEUTRAL] OK, and your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII], what's the policy number?
[CUSTOMER][POSITIVE] Let me pull it up here for you real quick, so sorry.
[AGENT][NEUTRAL] That's OK. Are you calling from a medical or dental office?
[CUSTOMER][NEUTRAL] General office.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the ID is 01909510.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] no extension.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alright, so I have the information for you. I'm showing an effective date of [PII]. This plan is active and you're wanting to know um the maximum amount used or remaining.
[CUSTOMER][NEUTRAL] Yes ma'am, and if she's met anything towards her deductible.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yeah she has no claims on file so deductible is not met and no none of the benefit is used at this time.
[CUSTOMER][POSITIVE] OK perfect um that'd be actually all I need if I can go ahead and get your name again and reference number.
[AGENT][NEUTRAL] Mhm. You'll use my name and to date as your reference, [PII] First initial last name is [PII] and anything else, [PII]?
[CUSTOMER][POSITIVE] No ma'am, that'd be all. I really appreciate it.
[AGENT][POSITIVE] Oh, you're welcome thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You as well thank you bye.