AccountId: 011433970860
ContactId: e85c65ab-9fcd-4874-8fc9-93cea083a9ef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105639 ms
Total Talk Time (AGENT): 53810 ms
Total Talk Time (CUSTOMER): 54927 ms
Interruptions: 2
Overall Sentiment: AGENT=0, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/e85c65ab-9fcd-4874-8fc9-93cea083a9ef_20250320T13:05_UTC.wav
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[AGENT][NEUTRAL] Contacting APL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Associates and Advanced Maternal fetal medicine for a mutual patient. I just need to know if she's met anything towards her outpatient benefit limit.
[AGENT][NEUTRAL] Yes, uh, probably I can certainly help with that. And what is that, um,
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] What is that policy number that we're looking at today, please?
[CUSTOMER][NEUTRAL] Of course it's 02022166 M as in Mary, L as in love 7.
[AGENT][NEUTRAL] Thank you and the insured's name and date of birth, please?
[CUSTOMER][NEUTRAL] Her name is [PII] [PII].
[AGENT][NEUTRAL] Thank you and and I do have to ask for a callback number in the event that we're disconnected.
[CUSTOMER][NEUTRAL] Of course [PII].
[AGENT][NEUTRAL] Thank you. Now, [PII], her policy went into effect on [PII]. It is active for the current year, how much she's used of her benefits.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The current excuse me.
[AGENT][NEUTRAL] Yeah, for the current year of [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Let's see, I don't see the.
[CUSTOMER][NEUTRAL] Actually.
[AGENT][NEGATIVE] OK, it doesn't look like she's used any of her benefits at all. It doesn't look like, uh, either of the participants have used any of their benefits for outpatients.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty perfect and lastly I love just a reference number of this call please.
[AGENT][NEUTRAL] Yes, my name is [PII]. The [PII], and we're gonna use that today's date as a reference. Is there anything else at all that I can help with?
[CUSTOMER][POSITIVE] No, that's it thank you so much.
[AGENT][POSITIVE] OK, well thank you for contacting APL have a very good.
[CUSTOMER][NEUTRAL] I