AccountId: 011433970860
ContactId: 10c0b77f-d9c1-4579-9327-ab788a9646e7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104379 ms
Total Talk Time (AGENT): 37220 ms
Total Talk Time (CUSTOMER): 37080 ms
Interruptions: 0
Overall Sentiment: AGENT=3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/10c0b77f-d9c1-4579-9327-ab788a9646e7_20250513T18:58_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, I was calling to verify a patient's maximum. I have a fax fax back of his benefits, but I don't. It doesn't show a maximum.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Oh, I'm sorry for that. Sure, I can assist you with that information. May I have your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 02612674
[AGENT][NEUTRAL] OK, what's the name and date of birth of the patient, if you mind.
[CUSTOMER][NEUTRAL] Mr. [PII] [PII] [PII].
[AGENT][POSITIVE] Mm. Thank you.
[AGENT][NEUTRAL] Alright, his maximum is 500.
[CUSTOMER][NEUTRAL] Gotcha. And just to verify, since you're on the phone, there's no major coverage for his policy, correct?
[AGENT][NEUTRAL] That is correct. There's no major service for this one.
[CUSTOMER][POSITIVE] OK, thank you so much for your help today.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today? Any other questions or concerns?
[CUSTOMER][NEUTRAL] No, ma'am, that'll be it.
[AGENT][POSITIVE] OK. Well, thank you for calling APO. Have a good day, Mr.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thank you, bye bye.