AccountId: 011433970860
ContactId: 84066de1-2713-480d-8d6d-dc02d5d9d0fd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 239720 ms
Total Talk Time (AGENT): 68099 ms
Total Talk Time (CUSTOMER): 69352 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/84066de1-2713-480d-8d6d-dc02d5d9d0fd_20250505T16:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good afternoon [PII]. My name is [PII]. I'm calling from Bapstow Patient Services.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hi, yes, I'm calling in regards to a member. I'm trying to see uh how much they have left on their American public Li maximum.
[AGENT][POSITIVE] OK, could I get a good callback number, [PII], and I can check that max for you.
[CUSTOMER][NEUTRAL] Yes, it'll be [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Uh yes, policy number is going to be 01813045M for Mike, L for Lima 8.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, looks like this policy terminated [PII]. Let me see if there is a current policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, yeah, it looks like there's a current policy on file. Let me give you that number.
[AGENT][NEUTRAL] It's 254.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 948. Sure.
[CUSTOMER][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] I'm sorry, you said 254?
[AGENT][NEUTRAL] Yes, 9483.
[CUSTOMER][NEUTRAL] 9483.
[AGENT][NEUTRAL] And let's see what they've met.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] So just to confirm you said 2549483 and is there any characters after that or just that's it?
[AGENT][NEUTRAL] That's it.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] And you're looking for the outpatient maximum, is that right?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] Let me check on that.
[AGENT][NEUTRAL] Like she has used.
[AGENT][NEUTRAL] Sorry, I gotta add up these. I don't know why they don't add up the totals, but there's different categories, and I have to add them up. Hold on one moment.
[CUSTOMER][POSITIVE] No worries, take your time.
[AGENT][NEUTRAL] OK, looks like she has used 1,373 45 of 6000.
[CUSTOMER][NEUTRAL] You said how much? 1000 how much?
[AGENT][NEUTRAL] 137345.
[CUSTOMER][NEUTRAL] 1373 45 and how much is is her max?
[AGENT][NEUTRAL] Uh max is 6000 and not a guarantee of payment basic outline.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, thank you so much for that information. Uh, can I just have your first name again and a reference number for the call?
[AGENT][NEUTRAL] A reference number is my name, [PII], and today's date.
[CUSTOMER][NEUTRAL] [PII], and do you have, uh, I'm sorry, may I have the and your last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you so much. Alright, [PII], thank you for your help. You have a great day.
[AGENT][POSITIVE] Thank you for calling
[AGENT][POSITIVE] Thank you for calling APLU as well. Bye-bye.
[CUSTOMER][NEUTRAL] Bye