AccountId: 011433970860
ContactId: 8fa9ee95-b84c-4e81-ae5b-b041c8ccd3c4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148220 ms
Total Talk Time (AGENT): 54278 ms
Total Talk Time (CUSTOMER): 40001 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/8fa9ee95-b84c-4e81-ae5b-b041c8ccd3c4_20250123T18:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I am calling just to um confirm that a patient is still active.
[AGENT][NEUTRAL] OK, I can help you. What's your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII]. And what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] Policy number 02006297.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] All right, and we're just looking for the effective date and if the policy is currently active?
[CUSTOMER][NEUTRAL] Yes, and then I also just wanted to make sure when his last exam was and just make sure it matches what we have on our end.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I have that information for you. So, the effective date is [PII]. Uh, this policy is currently active at this time.
[AGENT][NEUTRAL] And uh give me the procedure code for this exam.
[CUSTOMER][NEUTRAL] Um, the 0 120.
[AGENT][NEUTRAL] 120. OK.
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][POSITIVE] Wonderful. That is exactly what we have. OK. And he hasn't anything this year yet?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me check that for you, let's see.
[AGENT][NEGATIVE] Uh, no benefits to use this year.
[CUSTOMER][POSITIVE] Wonderful. OK, well, that's actually all I needed, and I'm so sorry to hear your name at the beginning.
[AGENT][NEUTRAL] It's [PII], first initial of my last name is [PII] and you'll use my name in today's date as reference for for today's call.
[CUSTOMER][POSITIVE] Thank you, [PII]. I appreciate your help today.
[AGENT][POSITIVE] You're welcome, [PII]. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][NEUTRAL] Bye bye.