AccountId: 011433970860
ContactId: cbe2786d-9c3b-4b9b-8824-72c725d30cae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148669 ms
Total Talk Time (AGENT): 46128 ms
Total Talk Time (CUSTOMER): 55273 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/cbe2786d-9c3b-4b9b-8824-72c725d30cae_20250604T14:01_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from MUSC. I actually just got off the phone with [PII], and she gave me, um, benefits on a patient. I just need to know, um, she gave me their deductible of $1500. I just need to know, have they met any of the deductible yet.
[AGENT][POSITIVE] Yes, absolutely. I can check the benefits for you, ma'am. And what was your name again, please?
[CUSTOMER][NEUTRAL] Can I give you like a reference number? [PII]
[AGENT][POSITIVE] OK, thank you, Ms. [PII].
[AGENT][NEUTRAL] You can give me um the insured's policy number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright it is.
[CUSTOMER][NEUTRAL] 0259.
[CUSTOMER][NEUTRAL] 2448.
[AGENT][NEUTRAL] OK, thank you and Miss [PII], what is your callback number in case the call is disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is the patient's name?
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, let me look her up real quick and I'll get that balance for you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] OK, I show that she's used, let me add this up.
[AGENT][NEUTRAL] $10.58 share.
[CUSTOMER][NEUTRAL] $10.58.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, alright, [PII], thank you so much, that's all I needed.
[AGENT][POSITIVE] You're very welcome, Miss [PII]. I hope you have a wonderful day and thank you for calling APL.
[CUSTOMER][NEUTRAL] You do the same, OK?
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][POSITIVE] Yes ma'am alright uh huh bye bye.
[AGENT][NEUTRAL] Mm bye-bye.