AccountId: 011433970860
ContactId: 2c7192db-a876-4bc2-9ec5-02e63a4dd110
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184429 ms
Total Talk Time (AGENT): 47098 ms
Total Talk Time (CUSTOMER): 95822 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/2c7192db-a876-4bc2-9ec5-02e63a4dd110_20250415T13:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, [PII], good morning. My name is [PII].
[CUSTOMER][NEUTRAL] The last name is [PII] I have a group number. Which one do you need?
[AGENT][NEUTRAL] Um, do you have your policies or?
[CUSTOMER][POSITIVE] Oh, outpatient benefits.
[AGENT][NEUTRAL] You have the policy certificate number?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Outpatient benefits.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] No? OK. 015.
[CUSTOMER][NEUTRAL] 48597
[CUSTOMER][NEUTRAL] M. like Mary. L like Larry, number 8. I just have a question.
[CUSTOMER][NEUTRAL] To see how much I have left for, for benefits.
[CUSTOMER][NEUTRAL] Cause I need an MRI, but um I don't know if.
[AGENT][NEUTRAL] OK. Um, do you have a good
[CUSTOMER][NEUTRAL] It comes up like.
[AGENT][NEUTRAL] You have a good callback number?
[CUSTOMER][NEUTRAL] I'm sorry? I
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And I have a group number if you need it.
[AGENT][NEUTRAL] Uh, no, I don't need that. Um, thank you. Um, so I just need to verify a few pieces of information. What is your birth date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And your address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your email address.
[CUSTOMER][NEUTRAL] Uh, I'm gonna give you my work number. [PII].
[CUSTOMER][NEUTRAL] At
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and then you were just checking on your outpatient benefits, what you have left for the year?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Please.
[AGENT][NEUTRAL] And this is not a guarantee of payment. It's a basic outline of your policy. It looks like you have a $5000 calendar year maximum, and
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Um, I only show that you've used $3326.69.
[CUSTOMER][NEUTRAL] Oh, so I have enough with that, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][NEUTRAL] OK. Is there anything else I can help with today?
[CUSTOMER][POSITIVE] Thank you very much and have a, no, no, thank you. Have a nice one.
[AGENT][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you for calling APL. You too.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I, I.