AccountId: 011433970860
ContactId: d6c0eeb1-29ca-46ea-99c2-df72dbdc8b05
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154399 ms
Total Talk Time (AGENT): 66110 ms
Total Talk Time (CUSTOMER): 56528 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/d6c0eeb1-29ca-46ea-99c2-df72dbdc8b05_20250623T15:23_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling from Advanced maternal fatal medicine regarding a patient. I know the patient has a limit of $1000 and I would like to know if the patient has um has anything.
[CUSTOMER][NEUTRAL] Um, available for the 1000.
[AGENT][NEUTRAL] Yes, OK, sure. I can assist you with that information. And may I have your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Alright, OK, and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 01979612
[AGENT][POSITIVE] Thank you one moment, let me see.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes, so her first name is [PII]. The last name is [PII]
[CUSTOMER][NEUTRAL] The date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. OK, and you said you're looking for the remaining balance. Let me check and see.
[CUSTOMER][NEUTRAL] Yeah, if anything has been.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Let's check on that.
[AGENT][NEUTRAL] OK and this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. She has not used her benefits for [PII] as of today, so she still has the full amount available.
[CUSTOMER][POSITIVE] Perfect. OK. What is your name?
[AGENT][NEUTRAL] My name is [PII]. That's [PII].
[CUSTOMER][NEUTRAL] OK. And then um a reference number for today's phone call?
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's date if you will.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Mhm. Is there anything else? All right, well, thank you for calling ATL. You have a good day and a good week.
[CUSTOMER][NEUTRAL] That was all.
[CUSTOMER][POSITIVE] Thank you, you too.
[AGENT][POSITIVE] You're welcome. Thank you. bye bye.
[CUSTOMER][NEUTRAL] Mm bye.