AccountId: 011433970860
ContactId: 5357a5f8-0b4d-452c-a1da-f55438ed54e9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152869 ms
Total Talk Time (AGENT): 56270 ms
Total Talk Time (CUSTOMER): 52075 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/5357a5f8-0b4d-452c-a1da-f55438ed54e9_20250326T20:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, sorry. My name is [PII]. I'm calling from Basset's Hospital in [PII]. I just need to get the uh accumulations for a patient.
[AGENT][NEUTRAL] OK. Uh, you're looking for the, the benefits?
[AGENT][NEUTRAL] Uh, the balance in the year?
[CUSTOMER][NEUTRAL] Uh, so, um, yeah, I'm just looking to see how much they've used them, I see that they have, uh, $3000 a year for the plan. I just wanna see if they've used any of it.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] Absolutely I can help you with the balance for the year for you, [PII]. What is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] All right. Pa patient's name is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[CUSTOMER][NEUTRAL] And the plan number is
[CUSTOMER][NEUTRAL] 0167.
[CUSTOMER][NEUTRAL] 8796.
[AGENT][NEUTRAL] OK, let me pull up.
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][POSITIVE] Thank you so much. Let me pull that up real quick for us.
[AGENT][NEUTRAL] OK, we're just looking for the balance.
[AGENT][NEUTRAL] For 2025 for outpatient, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't see that [PII] has used any of her business for our benefits for the year of [PII]. She still has her full 3000.
[CUSTOMER][POSITIVE] All right, perfect. Thank you so much for the info. Have a great one.
[AGENT][POSITIVE] You too [PII] thank you very much for calling APL. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Uh, you said your name was [PII], that's with an [PII] or [PII] [PII]?
[AGENT][NEUTRAL] It's [PII] [PII]
[CUSTOMER][POSITIVE] Oh. OK, perfect. Thank you so much again, [PII]. Have a great one.
[AGENT][POSITIVE] You're very welcome. You take care, sir and have a nice night. Thanks for calling APL.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Bye bye.