AccountId: 011433970860
ContactId: 1640b81f-a0ae-4e8a-842f-f63dd163f094
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150320 ms
Total Talk Time (AGENT): 63969 ms
Total Talk Time (CUSTOMER): 69279 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/1640b81f-a0ae-4e8a-842f-f63dd163f094_20250401T21:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I am calling from your provider's office. Um, I just wanted to verify patient eligibility.
[AGENT][NEUTRAL] OK, [PII], I'm happy to check on eligibility. What's the patient's policy number?
[CUSTOMER][NEUTRAL] Um, it is 02555701.
[AGENT][NEUTRAL] Thank you. And then do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then, what's the patient name and date of birth?
[CUSTOMER][NEUTRAL] Um, so they are going to be [PII]. The first patient is [PII]. It's [PII] Date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So, patient is active. It looks like the effective date on the plan is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, OK, perfect. Do you guys provide, um, like fax packs?
[AGENT][POSITIVE] Yeah, absolutely, [PII]. Mhm, yeah, if you'd like me to send you one, I'm happy to do so.
[CUSTOMER][NEUTRAL] Insurance breakdowns?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, um, can you send one to the, um, fax, uh, number [PII]?
[AGENT][NEUTRAL] Mhm, just to confirm that was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, yeah, absolutely. I can uh send that now. It should be there in about 5 minutes.
[CUSTOMER][NEUTRAL] OK perfect um and does that fax pack also have information um with like the family uh like for [PII] or would I need to request a separate one for him?
[AGENT][NEUTRAL] So, um, I can do it with just one of, well, I can do it with both of the names because the benefits are pretty much the same as far as the calendar year max and deductible and the effective date is the same as well, so it's all the same information.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty perfect yeah if I if I can do that.
[AGENT][NEUTRAL] Yeah absolutely so I'll just put both of their names on it for your records, OK?
[CUSTOMER][POSITIVE] Alrighty thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. Have a great day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] Uh huh bye bye.
[CUSTOMER][NEUTRAL] Bye bye.