AccountId: 011433970860
ContactId: 74cb45c9-2df0-4382-b920-549a14e4f425
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138990 ms
Total Talk Time (AGENT): 41574 ms
Total Talk Time (CUSTOMER): 40261 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/74cb45c9-2df0-4382-b920-549a14e4f425_20250516T20:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, this is [PII]. I'm calling from Astro Health. I'm trying to verify the benefit for one of my patients.
[AGENT][POSITIVE] OK, yeah, I can help you with benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have that patient number or policy ID?
[CUSTOMER][NEUTRAL] It's 02255842 [PII].
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[AGENT][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] And is this for outpatient hospital services?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] I guarantee of payment, just a basic outline of the policy.
[AGENT][NEUTRAL] Uh, looks like for his outpatient services it'll pay up to 1000 per calendar year.
[CUSTOMER][NEUTRAL] And it's still available?
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] Sorry.
[AGENT][NEUTRAL] Uh, looks like he's only $70.32.
[CUSTOMER][NEUTRAL] That's all he use?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 7032. OK. Can I have your name and a reference number?
[AGENT][NEUTRAL] Uh, reference number is my name, [PII], and then today's date. And anything else I can help with?
[CUSTOMER][NEUTRAL] How do you spell your [PII]? I know there's different ways to spell it.
[AGENT][NEUTRAL] Um, it's [PII], it's [PII]
[CUSTOMER][POSITIVE] And right, got it. Thank you so much, [PII]. Have a wonderful day.
[AGENT][POSITIVE] Thank you for calling APL you as well.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.