AccountId: 011433970860
ContactId: 27bc2868-bafd-4e92-97d6-66da6b0b6139
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139020 ms
Total Talk Time (AGENT): 32934 ms
Total Talk Time (CUSTOMER): 39229 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/27bc2868-bafd-4e92-97d6-66da6b0b6139_20250623T15:52_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm trying to get the eligibility and remaining max for a patient.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility and the max. Um, do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, callback number is [PII].
[AGENT][NEUTRAL] And policy number for that patient?
[CUSTOMER][NEUTRAL] Um, it's 497250886.
[AGENT][NEUTRAL] Is that their policy number or is that a social?
[CUSTOMER][NEUTRAL] Uh, social.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] W
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][POSITIVE] No worries, take your time.
[AGENT][NEUTRAL] Is the patient first and last name?
[CUSTOMER][NEUTRAL] It's for dependent [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, I've got the policy pulled up and looks like the policy is effective [PII] and active.
[AGENT][NEUTRAL] And did you need benefits or any uh history or anything or just the eligibility?
[CUSTOMER][NEUTRAL] I just needed the eligibility and her remaining max up to date, and that should be all.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, she hasn't used anything this year.
[CUSTOMER][NEUTRAL] OK perfect so she still has the uh 1500 remaining correct?
[AGENT][POSITIVE] Uh, yes, that's correct.
[CUSTOMER][POSITIVE] OK perfect thank you so much for your help today.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.