AccountId: 011433970860
ContactId: 89d42e69-0490-4ae4-8a4b-fbc5bc5861f9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149740 ms
Total Talk Time (AGENT): 71396 ms
Total Talk Time (CUSTOMER): 46704 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/89d42e69-0490-4ae4-8a4b-fbc5bc5861f9_20250514T15:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ACL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes ma'am, I need to get a fax of these patients benefits.
[AGENT][NEUTRAL] OK, happy to send a fax. What's the patient policy number?
[CUSTOMER][NEUTRAL] I have let me see.
[CUSTOMER][NEUTRAL] 714959
[AGENT][NEUTRAL] OK, let me pull that up.
[AGENT][NEUTRAL] And then for documentation, can I grab your first and your first name?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thanks, [PII]. Uh, what's the patient name and date of birth?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][POSITIVE] Perfect. All right. So patient is active. If you need the effective date, that is [PII].
[AGENT][NEUTRAL] And then [PII], what's a good number to send the fax to?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Should we mark attention to anybody or?
[CUSTOMER][NEUTRAL] Uh, you can put [PII].
[AGENT][NEUTRAL] OK. Uh, give me about 5 minutes and you should have that on your facts. Is there anything else I can do for you?
[CUSTOMER][NEUTRAL] Yes ma'am, um, has she, what is her deductible and has been.
[AGENT][NEUTRAL] Um, let me take a look. So it looks like.
[AGENT][NEUTRAL] A calendar year maximum on the plan is $1000 and the deductible is going to be $50. Let me see what they've used or met this far.
[AGENT][NEUTRAL] It looks like they still have the calendar year amount remaining of 1000 and their deductible.
[CUSTOMER][NEUTRAL] OK, and I need to get a fax, uh, for her husband too [PII] they're on the same policy. I don't know if it'll be on the same fax or.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's the same info, but I can send you 21 for her and one for him, not a problem.
[CUSTOMER][NEUTRAL] OK, and I also need to know if he has met his deductible as well.
[AGENT][NEGATIVE] Looks like he is not.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Alrighty then that's all I needed.
[AGENT][POSITIVE] All right, [PII], thank you for calling ATL. Have a great day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Bye bye.