AccountId: 011433970860
ContactId: dfdb64c7-0fd4-4893-9a1d-8a501d64f7da
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103319 ms
Total Talk Time (AGENT): 47082 ms
Total Talk Time (CUSTOMER): 26567 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/dfdb64c7-0fd4-4893-9a1d-8a501d64f7da_20250529T13:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm calling to see benefits for a patient, um.
[CUSTOMER][NEUTRAL] Coming to for um outpatient.
[AGENT][POSITIVE] OK, I'm happy.
[CUSTOMER][NEUTRAL] Diagnostic service.
[AGENT][NEUTRAL] OK. Uh, do we have a policy number?
[CUSTOMER][NEUTRAL] Policy number is 02611442.
[AGENT][NEUTRAL] And then patient's uh name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. Date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. So patient is active. Effective date is [PII]. We are the secondary insurance, so this will pick up deductible, co-pay, co-insurance. The primary does not. Their outpatient benefit max for the calendar year is 6500.
[CUSTOMER][NEUTRAL] And then what's the remaining amount?
[AGENT][NEUTRAL] Looks like they have the full amount remaining, they haven't used anything.
[CUSTOMER][NEUTRAL] OK, alright, is there a reference number for the call?
[AGENT][NEUTRAL] Call reference is my name with today's date. My name again is [PII], that's [PII], initials my last name is [PII] and then today's date.
[CUSTOMER][NEUTRAL] [PII] or [PII], like [PII] or [PII] T or P?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] [PII], OK, uh, thank you, have a good day.
[AGENT][NEUTRAL] You too. Bye.