AccountId: 011433970860
ContactId: c6d11b79-f3c2-4ef2-b526-72da26749b7f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124690 ms
Total Talk Time (AGENT): 56431 ms
Total Talk Time (CUSTOMER): 73861 ms
Interruptions: 2
Overall Sentiment: AGENT=2.6, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/c6d11b79-f3c2-4ef2-b526-72da26749b7f_20250115T18:13_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I'm sorry your your name cut out. What was that?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] Thank you. So good mor uh good afternoon. My name is [PII] I'm just calling to confirm the percentages for patients um uh benefits.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] OK, sure, I can assist you with benefits, [PII]. And may I have a callback number just in case we get disconnected? You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It is 02003556.
[AGENT][POSITIVE] OK. Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes, it's [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. And, OK, so you said you need the percentages amount.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I just wanna clarify because there a previous representative I spoke with, she says, uh, benefits are completely the same, but when I receive the fax back it's 18,040. When last year when I called to verify the benefits they said it was 1860. So can you just confirm?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah, it's always been 180, 40.
[CUSTOMER][NEUTRAL] Oh, so when they told me last year was 60, that was supposed to be 40.
[AGENT][NEUTRAL] Oh, no, we don't have anything that pays 60. I'm sorry.
[CUSTOMER][NEUTRAL] Mm, OK, that is good to know. Well, OK, I will have to so it's always been 40 for major.
[AGENT][NEUTRAL] Yes, mhm, yes.
[CUSTOMER][NEUTRAL] OK awesome and then I'm assuming the reference number is your first name, last initial, and today's date?
[AGENT][NEUTRAL] My name and they say.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] Awesome thank you so I appreciate it.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No ma'am thank you.
[AGENT][POSITIVE] OK. You're welcome. Have a good afternoon. Thank you for calling ATO. Thank you. You too. Bye-bye.
[CUSTOMER][POSITIVE] Thanks you too have a good one bye bye.