AccountId: 011433970860
ContactId: 423dbe37-3355-4408-a979-faf06772785e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124110 ms
Total Talk Time (AGENT): 49742 ms
Total Talk Time (CUSTOMER): 33570 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/423dbe37-3355-4408-a979-faf06772785e_20250430T20:36_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is. How may I assist you?
[CUSTOMER][NEUTRAL] Uh hello, I'm sorry, what was your name?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] OK. Hi. So, yeah, this is [PII]. I'm calling from Baptist Hospital in [PII]. I just needed to see how much uh has been used of an APL plan for the year.
[AGENT][POSITIVE] OK, sure. I can assist you with the remaining balance. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh yes, policy number is 01611724ML8.
[AGENT][NEUTRAL] Alright. And what's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] My name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] All right, thank you. And let me check and see what the balance.
[AGENT][NEUTRAL] No it's for outpatient, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] As of today, she has not used her benefits for [PII], so she still have the full amount available which is $1500 per cover person per calendar year and this is not a guarantee of payment, just a verification of coverage.
[CUSTOMER][POSITIVE] OK. Perfect. Thank you very much for your help.
[AGENT][POSITIVE] You're welcome is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] That would be it.
[AGENT][POSITIVE] OK, thank you for calling ATO. Have a good afternoon, [PII].
[CUSTOMER][POSITIVE] Thank you. Have a good one.