AccountId: 011433970860
ContactId: 982a46be-fc97-4250-83f9-d873feaaf965
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133119 ms
Total Talk Time (AGENT): 37994 ms
Total Talk Time (CUSTOMER): 42157 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/982a46be-fc97-4250-83f9-d873feaaf965_20250508T19:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, I'm calling from a provider's office. I just needed to check and see if a patient has used any of their deductible or met their max yet.
[AGENT][NEUTRAL] OK. Um, can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII] and a good callback number is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And what uh provider's office are you with?
[CUSTOMER][POSITIVE] I'm sorry about that.
[CUSTOMER][NEUTRAL] Doctor [PII] or Northcot Dental.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Alright thank you so
[AGENT][NEUTRAL] Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes ma'am, 022596552.
[AGENT][NEUTRAL] And do you have a patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][POSITIVE] OK, thank you
[AGENT][NEUTRAL] OK, and just wanted to check the deductible and if maximum maximum has been met, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It looks like they've only used 155/20 of their maximum.
[AGENT][NEUTRAL] Let me get their deductible.
[CUSTOMER][NEUTRAL] Uh, no later than 15 minutes late and that'll be fine.
[AGENT][NEGATIVE] Uh, they haven't met their deductible.
[CUSTOMER][POSITIVE] Thank you so much. May I have a reference number?
[AGENT][NEUTRAL] The reference number is my name is [PII]. First initial and my last name is [PII], and today's date. And is there anything else I can help with?
[CUSTOMER][POSITIVE] No ma'am, that was it thank you.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.