AccountId: 011433970860
ContactId: bb92676f-a93f-4d74-a2a0-e4749aa7d391
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147880 ms
Total Talk Time (AGENT): 40892 ms
Total Talk Time (CUSTOMER): 63701 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/bb92676f-a93f-4d74-a2a0-e4749aa7d391_20250416T19:46_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling from Pembroke Pink Imaging. I'm checking to see if the patient is active and the maximum amount and all that.
[AGENT][NEUTRAL] OK, um, can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] If you don't
[CUSTOMER][NEUTRAL] My name is [PII] and my callback number is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, I do. Let me give it to you. It's gonna be 01704612.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, and are you needing eligibility and benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Looks like she's effective for [PII]. Policy is active.
[AGENT][NEUTRAL] And we get the benefits. This is not a guarantee of payment, basic outline of the policy. Is this for outpatient services?
[CUSTOMER][NEUTRAL] OK, I uh.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] Outpatient, yes, it's a diagnostic center.
[AGENT][NEUTRAL] Outpatient diagnostic benefits, 2500 per covered person per calendar year.
[CUSTOMER][NEUTRAL] Her calendar year, OK.
[CUSTOMER][NEUTRAL] Has she met anything of the 2500?
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] Uh, don't show you she has used anything this year.
[CUSTOMER][NEUTRAL] Nothing. OK, perfect. Do you have a reference number or is it your name and the date today's date?
[AGENT][NEUTRAL] That's the name and the date.
[CUSTOMER][POSITIVE] OK, yeah, because I called before. Uh, you've been very nice. Thank you so much, [PII]. You have a wonderful day, OK? Take care, bye.
[AGENT][POSITIVE] OK, thanks.
[AGENT][POSITIVE] Thank you for calling APL. You as well. Bye.
[CUSTOMER][NEUTRAL] Bye now. Bye.