AccountId: 011433970860
ContactId: a573a342-9651-4952-8252-cf2639279d81
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109839 ms
Total Talk Time (AGENT): 35861 ms
Total Talk Time (CUSTOMER): 32431 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/a573a342-9651-4952-8252-cf2639279d81_20250408T19:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling to get benefits and eligibility on a patient please.
[AGENT][NEUTRAL] OK, [PII], I can help you with benefits and eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And the policy number of the patient?
[CUSTOMER][NEUTRAL] It is 02556450 M like Mary, L like Larry, number 8.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, this is not a guarantee of payment. It's a basic outline of the policy. I show the policy is effective [PII]. It's currently active.
[AGENT][NEUTRAL] And is this gonna be for outpatient benefits?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so this policy at the calendar year maximum benefit of 8700.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And do you know how much has been met, [PII]?
[AGENT][NEUTRAL] Uh, let's see
[AGENT][NEUTRAL] I don't show anything new so far this year.
[CUSTOMER][POSITIVE] OK perfect that would actually be all thank you so much for your help and have a wonderful day.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great day too.
[CUSTOMER][NEUTRAL] Goodbye.