AccountId: 011433970860
ContactId: b84b0a0f-d224-42a3-b4db-a765a062d244
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103739 ms
Total Talk Time (AGENT): 51220 ms
Total Talk Time (CUSTOMER): 43009 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/b84b0a0f-d224-42a3-b4db-a765a062d244_20250317T13:14_UTC.wav
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[AGENT][NEUTRAL] Contacting APO, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. This is [PII] calling from Doctor [PII]'s office. I was just calling to verify a patient of ours is active.
[AGENT][NEUTRAL] OK, [PII], I can certainly help with the eligibility. What's the policy number, please?
[CUSTOMER][NEUTRAL] It is 00760703.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth please?
[CUSTOMER][NEUTRAL] Uh patient's name is [PII]. Last name is [PII] Birth date is [PII].
[AGENT][NEUTRAL] I
[AGENT][POSITIVE] Section 49, thank you. I do appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] Thank you very much. It looks like the policy went into effect on [PII]. Now, this policy is still active. Is there anything else at all that I can help with prior to, uh, I mean, while we're on the phone?
[CUSTOMER][NEUTRAL] Yeah, actually, could you also tell me um if she's used any of her maximum for for this year?
[AGENT][NEUTRAL] Well, let's see.
[AGENT][NEUTRAL] OK, for the current year, [PII] has used um.
[AGENT][NEGATIVE] $196 of her benefits, which leaves the remaining balance of 8 excuse me, forgive me, I'm sorry, I'm looking at the wrong year. For [PII], I'm in, I'm in the wrong year. For [PII], she has not used any of her benefits at all, so everything is going to be available.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] OK perfect alrighty I think that was all I needed thank you so much for your help.
[AGENT][POSITIVE] OK, thanks for contacting APL have a very good day.