AccountId: 011433970860
ContactId: d4a50a7f-2628-4977-ae38-f61c514b344c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101050 ms
Total Talk Time (AGENT): 55397 ms
Total Talk Time (CUSTOMER): 27831 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/d4a50a7f-2628-4977-ae38-f61c514b344c_20250521T16:06_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, [PII], my name is [PII]. I'm calling from Kinton's Miles.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] How are you doing?
[CUSTOMER][NEUTRAL] I need to check um I see that a patient is active, but I need to know what are the remaining benefits.
[AGENT][NEUTRAL] I can help you with that. What is a good callback number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. Thank you. And [PII], what is the policy number for the patient?
[CUSTOMER][NEUTRAL] 02061513.
[AGENT][NEUTRAL] And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Microchrome 12981.
[AGENT][NEUTRAL] All right, I can help you with the remaining balance. Give me just one moment. I'm showing his policy is active just like you said, so.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Pulling up that used amount, bear with me just one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm showing right now he has a remaining balance of $883.40 for 2025.
[CUSTOMER][NEUTRAL] OK, alright, can I get a call reference number?
[AGENT][POSITIVE] Call reference number is my name and today's date and I spell my name [PII]. It was a pleasure to assist you with that remaining balance for [PII]. Anything else I can help you with today?
[CUSTOMER][POSITIVE] No ma'am, thank you.
[AGENT][POSITIVE] And thank you for calling [PII]. I hope you have a wonderful afternoon, [PII]. Take care.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.