AccountId: 011433970860
ContactId: c7c894bf-726b-4f86-86aa-38d38500ddaf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97220 ms
Total Talk Time (AGENT): 48602 ms
Total Talk Time (CUSTOMER): 53506 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/c7c894bf-726b-4f86-86aa-38d38500ddaf_20250312T15:58_UTC.wav
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[CUSTOMER][NEUTRAL] OK you get patient.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling from a provider's office, the surgery center Fort Lauderdale. I'm checking on this patient to see if she has any benefits left. OK, so now I.
[AGENT][POSITIVE] OK, I'm happy to check benefits. What's the patient's policy number?
[CUSTOMER][NEUTRAL] Uh, it's 141822.
[CUSTOMER][NEUTRAL] 6 ML 8.
[CUSTOMER][NEUTRAL] right now
[AGENT][NEUTRAL] Alright, let me pull that up.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] You just wanna know.
[AGENT][NEUTRAL] And what's the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] It's [PII]. Uh, date of birth is [PII].
[AGENT][POSITIVE] Thank you so much. So the patient is active. Effective date is [PII]. And are we looking for outpatient benefits?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][NEUTRAL] OK, so it looks like their outpatient benefits for the calendar year [PII]. Let me see if they've used anything.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah and and I put notes in the back.
[CUSTOMER][NEUTRAL] Yeah yeah.
[CUSTOMER][NEUTRAL] That ain't that from yesterday. No, I thought.
[AGENT][NEUTRAL] Um, looks like the amount paid to date is $316.44. Their max is $2500 so they do still have.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] An amount remaining.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] Alright, that's all I need and what's your name? I'm sorry.
[AGENT][NEUTRAL] My name is [PII], that's [PII]
[CUSTOMER][POSITIVE] [PII], thank you so much. I appreciate it have a good day bye bye.
[AGENT][POSITIVE] You're welcome. You too. Bye-bye.