AccountId: 011433970860
ContactId: 46434e6d-f0e7-4562-88c8-42eecc259219
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181139 ms
Total Talk Time (AGENT): 42640 ms
Total Talk Time (CUSTOMER): 49991 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/46434e6d-f0e7-4562-88c8-42eecc259219_20250616T18:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I was calling to check eligibility for dependent by chance.
[AGENT][NEUTRAL] I can help you with eligibility, [PII]. Can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, it is [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, so sorry. I just have to.
[CUSTOMER][NEUTRAL] Go back to that location.
[CUSTOMER][NEUTRAL] Um, it is 987271.
[AGENT][NEUTRAL] 987271
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK give me just a moment to look that up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] Yeah, [PII], [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, thank you so much for verifying that with me.
[AGENT][NEUTRAL] I'm showing that this policy is active with an effective date of [PII]. Did you want to fax back?
[CUSTOMER][NEUTRAL] Um, no, that's OK. I got the group number and like the plan and everything. I was just wondering if you could tell me if he's used that $50 deductible or $1500 annual max by chance.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Let me look real quick. Give me just one moment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alright, it looks like he has used $196 so far.
[CUSTOMER][POSITIVE] OK, perfect. Um, that is all I needed then. Thank you so much for all your help. I appreciate it.
[AGENT][POSITIVE] Alright, thank you for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Right, bye.
[CUSTOMER][NEUTRAL] Bye.