AccountId: 011433970860
ContactId: 644f03f5-0a91-4253-aef0-cc1ae4ba6501
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150440 ms
Total Talk Time (AGENT): 44850 ms
Total Talk Time (CUSTOMER): 43482 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/644f03f5-0a91-4253-aef0-cc1ae4ba6501_20250415T16:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][POSITIVE] Hi, I'm so sorry. I need to know if a patient is active with you all.
[AGENT][NEUTRAL] OK. Could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII], and a good callback number is [PII].
[AGENT][NEUTRAL] OK, [PII], do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] I do. It's 025.
[CUSTOMER][NEUTRAL] 55948.
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you. And did you say eligibility, is that correct?
[CUSTOMER][NEUTRAL] Yes, benefits and eligibility.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, this is not a guarantee of payment based outline of the policy. I show the policy is effective [PII]. Policy is currently active. And is that going to be for outpatient services?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] So outpatient services, there is a $3000 per covered person per calendar year maximum payout.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Have they used anything towards it?
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] Uh, I don't show anything's been used this year.
[CUSTOMER][NEUTRAL] OK, so 0 has been.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK. Can I get your name and a reference number for the call, please?
[AGENT][NEUTRAL] A reference number is just my name, [PII], first initial to last name, [PII], and today's date.
[CUSTOMER][POSITIVE] Perfect, thank you so much, [PII]. I hope you have a great day.
[AGENT][POSITIVE] Thank you for calling APL you as well.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.