AccountId: 011433970860
ContactId: 773a5365-4974-4447-a9bd-79cb390c18ad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99410 ms
Total Talk Time (AGENT): 23010 ms
Total Talk Time (CUSTOMER): 40307 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/773a5365-4974-4447-a9bd-79cb390c18ad_20250522T19:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, Ms. [PII], I was calling to see, I've got a breakdown of oral surgery benefits for a patient. I was just wanting to see if any more of their maximum have been used. Um, the patient's name is [PII], and I have a member ID.
[AGENT][NEUTRAL] OK. Uh, could I get your name and a good callback number first?
[CUSTOMER][NEUTRAL] Uh, yes, it's [PII] [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And then do you have the policy number for [PII]?
[CUSTOMER][NEUTRAL] I do, yes, ma'am. It's 00603731.
[AGENT][NEUTRAL] And do you have her date of birth?
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh let's see she has used.
[AGENT][NEUTRAL] For [PII], she's only used $24. She's got $976 left.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. All right, that's what I had previously. I just want to make sure no more had been used. I think that's all I need, Miss [PII]. Thank you.
[AGENT][NEUTRAL] I was like
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] You do the same. Thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.