AccountId: 011433970860
ContactId: 26547d92-1a90-4d1f-aba6-0eb37a9ad262
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115040 ms
Total Talk Time (AGENT): 53262 ms
Total Talk Time (CUSTOMER): 33397 ms
Interruptions: 0
Overall Sentiment: AGENT=3.6, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/26547d92-1a90-4d1f-aba6-0eb37a9ad262_20250131T17:35_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I'm calling from our provider's office. I just wanted to check a patient's eligibility.
[AGENT][POSITIVE] OK, I'd love to help you with the eligibility today, Miss [PII], and do you mind if I get a good callback number?
[CUSTOMER][NEUTRAL] [PII] no extension.
[AGENT][POSITIVE] Thank you very much. I appreciate that. And do you mind if I also snag that policy number real quick from you?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Let's see, and you said you needed the policy number?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 645228.
[AGENT][NEUTRAL] 452-28 alright and give me just a moment to get that pulled up for you.
[AGENT][POSITIVE] Wonderful. Thank you for your patience. Would you be able to verify for me, please, your insured's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Perfect. I do see her here. It looks like she is current and active with an effective date of [PII].
[CUSTOMER][NEUTRAL] OK, and can you just let me know what the remaining benefits and remaining deductible are for this year?
[AGENT][POSITIVE] Yeah, I'd love to take a look at that for you.
[AGENT][NEUTRAL] All right, it does not look like we've used any of our benefits and deductible for the calendar year, so it looks like benefit-wise, we have $1000 left and we still have our full $50 deductible.
[CUSTOMER][POSITIVE] OK, that is what I need to know thank you.
[AGENT][POSITIVE] Hey, it's my pleasure. If there's anything else you need, just give us a call we'll be happy to take care of you.
[CUSTOMER][POSITIVE] Alright thank you bye bye.