AccountId: 011433970860
ContactId: bcb17291-93c1-40ad-ad9c-b17881b11a6a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128190 ms
Total Talk Time (AGENT): 32636 ms
Total Talk Time (CUSTOMER): 30469 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/bcb17291-93c1-40ad-ad9c-b17881b11a6a_20241230T15:56_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEGATIVE] Hey there I'm actually calling. I just received um a fax back but it just didn't have um it how much maximum is remaining for a patient.
[AGENT][NEUTRAL] It's not gonna have it on there. Can I have your name and a callback number and I'll be able to assist you.
[CUSTOMER][NEUTRAL] It's [PII], yep, [PII].
[AGENT][NEUTRAL] And what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] It is 02361945.
[AGENT][NEUTRAL] Could you verify the patient's name and date of birth that you're requesting the information for?
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] So the number has 1500 per calendar year.
[AGENT][NEUTRAL] Remember has $111188.60 remaining for the calendar year.
[CUSTOMER][NEUTRAL] You said 1,188?
[AGENT][NEUTRAL] This is not a yes, and this is not a guarantee of benefits just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] OK, and has the deductible been met?
[AGENT][POSITIVE] Yes, it's been made.
[CUSTOMER][POSITIVE] Thank you very much I appreciate it.
[AGENT][POSITIVE] You're welcome. Thanks for calling API. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.