AccountId: 011433970860
ContactId: b4da8795-d557-4e4a-a3ca-70afb6e29dff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126120 ms
Total Talk Time (AGENT): 52836 ms
Total Talk Time (CUSTOMER): 32778 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/b4da8795-d557-4e4a-a3ca-70afb6e29dff_20250318T18:35_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I need to know uh how much a patient has available, please.
[AGENT][NEUTRAL] Of like their outpatient max?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, I can definitely help you with their balance. And may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] 02044892 M as in Mary, L as in Lima 7. Patient's name is [PII]. Date of birth [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, hold on one second. Let me get into the policy so I can verify with you. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. And can you verify the member's first and last name and date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you and all the information provided is a verification of benefits, not a guarantee of payment. Hold on one moment while I check the max for you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So so far for [PII], she hasn't used any of the Mac, so she still has the [PII] for the calendar year.
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What is your name?
[AGENT][NEUTRAL] My name is [PII] First initial to my last name is [PII].
[CUSTOMER][NEUTRAL] Can I get a reference number for the call?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name and today's date.
[CUSTOMER][POSITIVE] Alright thank you have a nice day bye bye.