AccountId: 011433970860
ContactId: fe3ec87b-d8f0-44c5-8d1f-194ebf6030a4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193240 ms
Total Talk Time (AGENT): 76321 ms
Total Talk Time (CUSTOMER): 55455 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/fe3ec87b-d8f0-44c5-8d1f-194ebf6030a4_20250327T15:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I'm calling from Alisa Patient Services.
[AGENT][NEUTRAL] Hi [PII]. How are you doing today?
[CUSTOMER][POSITIVE] I'm doing good and you?
[AGENT][POSITIVE] I'm doing well. Can I please get your callback number, sir, just in case the call gets disconnected?
[CUSTOMER][NEUTRAL] Yes, of course, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, sir. And how can I help you today?
[CUSTOMER][NEUTRAL] Um, I have a patient that I wanted to check, um, the maximum and the remaining amount of their insurance.
[AGENT][NEUTRAL] OK, so you need the balance of the benefits. I can help you with that.
[CUSTOMER][POSITIVE] Yeah, balance of the benefits.
[AGENT][NEUTRAL] Yes, sir. And [PII], what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Alrighty, so policy number is 02496787.
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] OK, let me pull up that policy for us real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. His effective date is [PII].
[AGENT][NEUTRAL] And um let me get the balance for you.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. It looks like um.
[AGENT][NEUTRAL] [PII] has used for inpatient.
[AGENT][NEUTRAL] $581.33.
[AGENT][NEUTRAL] Out of his
[AGENT][NEUTRAL] Benefit maximum of $4000.
[AGENT][NEUTRAL] And he has not used anything for outpatient and his outpatient max is also $4000.
[CUSTOMER][NEUTRAL] Got you. So outpatient is $4000 and he has not used anything.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][POSITIVE] Perfect, [PII]. Can I just get your last name initial, please?
[AGENT][NEUTRAL] Yes, sir, it's A.
[CUSTOMER][POSITIVE] Hey, alrighty, sorry, thank you. That'll be all for today.
[AGENT][POSITIVE] You're very welcome, [PII]. Thank you for calling APL I hope you have a good day.
[CUSTOMER][NEUTRAL] Of course, same to you bye bye.
[AGENT][NEUTRAL] Bye-bye, sir.