AccountId: 011433970860
ContactId: 6c8c5b10-96b5-4ec5-93db-1ba7b67d44e2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140779 ms
Total Talk Time (AGENT): 62382 ms
Total Talk Time (CUSTOMER): 55778 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/6c8c5b10-96b5-4ec5-93db-1ba7b67d44e2_20250528T12:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I called yesterday and um did happen to get a fax back for the patient, however, it does not state on there how much of the deductible and max has been met and what the history has been. Can you help me with that? Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Absolutely, yeah. What's your policy number?
[CUSTOMER][NEUTRAL] 02596743
[AGENT][NEUTRAL] Thank you. And then if I can get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. [PII] [PII].
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] OK. So [PII] has met the deductible.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it looks like used $285 so the remaining amount left is $465 for the year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then I have 3 codes I need to know if there's any history on.
[AGENT][NEUTRAL] OK, let me go back to.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] What's the first one?
[CUSTOMER][NEUTRAL] 0330.
[AGENT][NEUTRAL] Last data service for that was on 5925.
[CUSTOMER][NEUTRAL] OK, so yeah, it's not eligible.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um 0140.
[AGENT][NEUTRAL] No 01401 file.
[CUSTOMER][NEUTRAL] OK, and then 0150.
[AGENT][NEUTRAL] 0150 was also done on 59 of [PII].
[CUSTOMER][NEUTRAL] Um, is that the only one in [PII]?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Good deal.
[CUSTOMER][POSITIVE] Perfect, thank you so much. Can I get a reference number?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Absolutely. Call reference is my name with today's date. My name again is [PII], that's [PII] Last initial to my name is [PII] and then today's date.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Yeah