AccountId: 011433970860
ContactId: 24c27139-95d2-4f20-8538-5f162c602ff0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91400 ms
Total Talk Time (AGENT): 40516 ms
Total Talk Time (CUSTOMER): 48904 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/24c27139-95d2-4f20-8538-5f162c602ff0_20250521T18:08_UTC.wav
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[CUSTOMER][NEUTRAL] Know how to use that.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII] from Pembroke Pink Imaging. How are you?
[AGENT][POSITIVE] Good. How are you?
[CUSTOMER][NEUTRAL] I'm good. I'm calling to check if the patient is active and what her [PII] is and she's met anything of her plan.
[AGENT][POSITIVE] Oh. All right. I'm happy to check eligibility. What is the policy number?
[CUSTOMER][NEUTRAL] The policy number is 02337081 ML 8.
[AGENT][NEUTRAL] Thank you. And patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's gonna be [PII], [PII].
[AGENT][POSITIVE] Thank you so much. So, patient is active. The effective date is [PII]. We are the secondary insurance, so this does cover deductible, co-pay, co-insurance. The primary does not.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Exactly.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And their outpatient benefit max for the calendar year is gonna be $1000.
[CUSTOMER][POSITIVE] Perfect, she met anything of that, sir?
[AGENT][NEGATIVE] And it looks like nothing has been used thus far.
[CUSTOMER][NEUTRAL] Nothing. OK, I think we're done and then the reference numbers is your name and today's date correct?
[AGENT][POSITIVE] Yes, ma'am, that is correct. Uh-huh.
[CUSTOMER][POSITIVE] Very good thank you so much, [PII]. Enjoy your day, OK?
[AGENT][NEUTRAL] You too. Bye.
[CUSTOMER][NEUTRAL] by the