AccountId: 011433970860
ContactId: 935b8ca3-458b-4669-b829-e1dbf8dc3f2d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 197039 ms
Total Talk Time (AGENT): 44127 ms
Total Talk Time (CUSTOMER): 50640 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/935b8ca3-458b-4669-b829-e1dbf8dc3f2d_20250506T20:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] You're welcome
[CUSTOMER][NEUTRAL] Hi, yes, I was calling to get benefit information for a patient.
[AGENT][POSITIVE] OK, I can help you with benefits. Could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Uh, yes, it's [PII] [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. Do you have a policy number for the patient?
[CUSTOMER][NEUTRAL] Uh, yes, I do. It is the letter D and then it's 41202715.
[AGENT][NEUTRAL] Um, do you have the last name of the patient?
[CUSTOMER][NEUTRAL] Uh yes, it's [PII]
[AGENT][NEUTRAL] And the first name?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][POSITIVE] No worries.
[AGENT][NEUTRAL] OK, yeah
[AGENT][NEUTRAL] Do you have the date of birth?
[CUSTOMER][NEUTRAL] Uh, yes, it is [PII].
[AGENT][NEUTRAL] Is this for office visit or?
[CUSTOMER][NEUTRAL] Uh, yes, office visit, uh, not a, not a specialist.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Looks like the policy is effective [PII].
[AGENT][NEUTRAL] And it's not a guarantee of payment, basic outline of the policy.
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] Um, so for office visits, it's a maximum benefit payable of $75 up to $5 per calendar year.
[CUSTOMER][NEUTRAL] How many has he reached for the year already?
[AGENT][NEUTRAL] He's not used to anything.
[CUSTOMER][NEUTRAL] No, OK, so it'll be $75 correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And is there anything else I can help with today?
[CUSTOMER][NEUTRAL] Uh, no, so, um, give you just a reference number please.
[AGENT][NEUTRAL] Uh it's just my name, [PII], and today's date.
[CUSTOMER][POSITIVE] OK, alrighty, thank you so much.
[AGENT][POSITIVE] Thank you for calling ATL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.