AccountId: 011433970860
ContactId: d29e015a-94e5-40fc-b8aa-e0eff349d7b3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144199 ms
Total Talk Time (AGENT): 39178 ms
Total Talk Time (CUSTOMER): 43867 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/d29e015a-94e5-40fc-b8aa-e0eff349d7b3_20250414T20:24_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I'm calling in regarding, I just spoke with [PII] from there, but I forgot to, to obtain to collect uh the usage.
[CUSTOMER][NEUTRAL] For the outpatient surgery benefit?
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And my LCA. And do you have a phone number I can get in case we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number is gonna be 01611719 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] Thank you, hold on one moment please.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] And was the patient's name?
[CUSTOMER][NEUTRAL] [PII] 14 of 81.
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing to know what was remaining?
[AGENT][NEUTRAL] For their max
[CUSTOMER][NEUTRAL] What is the accumulation of the yes for the outpatient.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Surgery.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. Hold on just a second. I'm looking it up for you.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK, she has used $199 and any benefits given over the phone is not a guarantee of payment.
[CUSTOMER][POSITIVE] OK perfect thank you so much OK you have a great rest of your day.
[AGENT][POSITIVE] Thank you, [PII] for calling APLU as well.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye.