AccountId: 011433970860
ContactId: 95d38195-949b-4649-b9d9-1ea46ca7bc2c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90830 ms
Total Talk Time (AGENT): 41119 ms
Total Talk Time (CUSTOMER): 39779 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/95d38195-949b-4649-b9d9-1ea46ca7bc2c_20250203T19:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi um I was just calling to verify benefits for my patient.
[AGENT][POSITIVE] Sure, I can take benefits for you. uh, what was your name?
[CUSTOMER][NEUTRAL] My name's [PII].
[AGENT][NEUTRAL] OK, and [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] Um, I have 01807460.
[AGENT][NEUTRAL] OK, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Um, the child's name is [PII]. Her birthday is [PII].
[AGENT][NEUTRAL] Alright, thank you for verifying that [PII]. Uh, so this policy is active effective date was [PII], and if you'd like I can send you the fax back that shows all covered procedures and benefit information.
[CUSTOMER][NEUTRAL] Um, nope, I have the original breakdown, I guess just have they used any maximum or, well, I have a $0.00 no, I have a $50 deductible, so have they used any of the max or the deductible?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Got you. Let me check for this year. Bear with me. No, none has been used, uh, deductible has not been met.
[CUSTOMER][POSITIVE] Awesome that's all I needed.
[AGENT][POSITIVE] OK, alright, well thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Yes ma'am you too thanks bye.
[AGENT][POSITIVE] Thank you, bye bye.