AccountId: 011433970860
ContactId: 182df990-fa61-4c4a-b492-661a9e798fc9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93639 ms
Total Talk Time (AGENT): 37193 ms
Total Talk Time (CUSTOMER): 30371 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/182df990-fa61-4c4a-b492-661a9e798fc9_20250617T13:54_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. I was just needing to check and see how much of my patients maximum they had used for this year.
[AGENT][POSITIVE] All right, I'm happy to check on that. Do we have their policy number?
[CUSTOMER][NEUTRAL] I do, yes ma'am. I have 00614095.
[AGENT][NEUTRAL] OK. And then if I can get your name uh for documentation, please.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII] and what's the patient name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII] [PII].
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] All right, and this is for [PII], correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so it looks like out of the $1000 yearly, there is $925 remaining.
[CUSTOMER][NEUTRAL] OK. And then has she met that $50 deductible for the year?
[AGENT][NEUTRAL] Um, and then it looks like.
[AGENT][NEUTRAL] The deductible has been met, it looks like for [PII] or [PII], excuse me.
[CUSTOMER][POSITIVE] That's OK. All right, perfect. Well that was actually all the information I needed thank you so much for your help.
[AGENT][POSITIVE] You're welcome, [PII]. Have a good day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.