AccountId: 011433970860
ContactId: 0e4f2f33-d014-41af-a012-6becd5c17045
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202869 ms
Total Talk Time (AGENT): 46811 ms
Total Talk Time (CUSTOMER): 65758 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/0e4f2f33-d014-41af-a012-6becd5c17045_20250127T16:47_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, this is Highland Eonics, and we're calling on um for a patient, [PII], and we were just trying to get some information. I called a while ago, but one of the representatives that I was talking to only gave me like a few of the information, and we needed the percentages of like the preventive and diagnostic and uh she wasn't able can see.
[AGENT][NEUTRAL] What is your name?
[AGENT][NEUTRAL] spell that for me.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] OK, and what's the policy number?
[CUSTOMER][NEUTRAL] Um, it's gonna be 00616609.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. What's a good fax number for you?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, give me 1 2nd.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Give me just a second.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you for that.
[AGENT][NEUTRAL] And you said that you're just wanting to know what the benefit amount is?
[CUSTOMER][NEUTRAL] Yeah, we have the maximum deductible. We just needed the preventive and diagnostic of the percentages.
[AGENT][NEUTRAL] OK, so under this policy, it pays a certain dollar amount uh per covered procedure code, so it's not like 180, 40%. Did you want the schedule faxed over to you with that information on it?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, is there any way y'all can email?
[AGENT][NEUTRAL] Uh-huh, what's your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Spell that out for me, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, we can get that over to you. And any other questions I can help with today?
[CUSTOMER][NEUTRAL] No, ma'am, that's all.
[AGENT][POSITIVE] OK, [PII], thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you thank you you too bye bye.