AccountId: 011433970860
ContactId: 4670bfbe-8c1c-42e5-8490-1cc45165a919
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186940 ms
Total Talk Time (AGENT): 50816 ms
Total Talk Time (CUSTOMER): 43682 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/4670bfbe-8c1c-42e5-8490-1cc45165a919_20250605T21:44_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], this is [PII]. I'm calling regarding a patient's eligibility.
[AGENT][NEUTRAL] OK, I can help you with eligibility, [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] Uh yes, it's 02054494.
[AGENT][NEUTRAL] The patient name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] date uh date of birth is [PII].
[AGENT][NEUTRAL] And did you say eligibility and benefits or just eligibility?
[CUSTOMER][NEUTRAL] Uh, just eligibility if they're still active and how much of their, um, annual max or deductibles they used.
[AGENT][NEUTRAL] Uh, looks like uh the policy is active and effective [PII].
[AGENT][NEUTRAL] And let me see.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Uh, give me just a moment.
[CUSTOMER][POSITIVE] No worries.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK. Let's see. What we have for this year. It looks like.
[AGENT][NEGATIVE] Looks like they only have, uh, and this is not a guarantee of payment basic outline of the policy. Uh, calendar maximum is 1500 and it looks like there's 150 left to utilize.
[CUSTOMER][NEUTRAL] 150.
[AGENT][NEUTRAL] Yes, they've used 1350 of 1500.
[CUSTOMER][NEUTRAL] OK perfect and then deductibles have have been met?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Perfect thank you so much that's all I needed uh do you have a reference number for our call?
[AGENT][NEUTRAL] Um, it's just my name, [PII], first initial to last name, [PII], and today's date.
[CUSTOMER][POSITIVE] OK perfect thank you again for your help.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you you as well bye bye.