AccountId: 011433970860
ContactId: cc253997-ab1b-4f3e-9843-9167ea4f4337
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141630 ms
Total Talk Time (AGENT): 36704 ms
Total Talk Time (CUSTOMER): 40669 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=2.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/cc253997-ab1b-4f3e-9843-9167ea4f4337_20250227T17:12_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name's [PII] I was calling to check eligibility on the patient's policy.
[AGENT][NEUTRAL] And how do you spell your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have a phone number in case we get disconnected, I can call you back?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, I have the member ID number 024.
[CUSTOMER][NEUTRAL] 88562.
[AGENT][NEUTRAL] Thank you, T. Hold on one moment, please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And was that patient's name?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you, [PII] And were you needing benefits or claim status?
[CUSTOMER][NEUTRAL] Benefits.
[AGENT][NEUTRAL] OK, I can help you with that. Do you want them over the phone or would you like a fax back?
[CUSTOMER][NEUTRAL] Um, over the phone I just need to know if they, they have used any of their Macs and have they met their deductible?
[AGENT][NEUTRAL] OK, I can look that up for you, just a moment.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you, it is heavy.
[AGENT][NEGATIVE] They had not met the deductible used any of the maximum.
[CUSTOMER][POSITIVE] Thank you so much. um, can I get a reference number for this call?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date.
[CUSTOMER][POSITIVE] OK, thank you so much [PII] you have a good day.
[AGENT][POSITIVE] Thank you for calling APL. You as well.
[CUSTOMER][NEUTRAL] OK bye bye.
[AGENT][NEUTRAL] Bye bye.