AccountId: 011433970860
ContactId: 285d620e-fb7b-4073-93d5-a14ca57c94fb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 585950 ms
Total Talk Time (AGENT): 103080 ms
Total Talk Time (CUSTOMER): 99059 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=-1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/285d620e-fb7b-4073-93d5-a14ca57c94fb_20250602T20:15_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I have a patient, a new patient here in our office, and I just wanted to check eligibility and then coverage with our clinic.
[AGENT][POSITIVE] OK, sure, I can assist you with the eligibility and benefits. And may I have your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Miss [PII], may I have your call back number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Thank you. May I have the name of the clinic for my notes?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Gerald Igna Indian Health Center.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, uh, the policy number.
[CUSTOMER][NEUTRAL] Is um 02346785. Give me one moment.
[AGENT][NEUTRAL] OK, sure.
[CUSTOMER][POSITIVE] Sorry about that.
[AGENT][NEUTRAL] It's OK. No problem. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yeah, uh, my mom.
[CUSTOMER][NEUTRAL] [PII] and the last name is [PII]
[AGENT][NEUTRAL] What's the date of birth?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] The preferred language.
[CUSTOMER][NEUTRAL] You can put the language that you prefer.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Yes, may I have the date of birth for Miss um [PII]?
[CUSTOMER][NEUTRAL] Yep, [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] OK perfect thank you and this is for dental?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right. You need this information given to you verbally or faxed over to you, Miss [PII]?
[CUSTOMER][NEUTRAL] Um, if you can do both, she's gonna send me the information. I'm talking to the insurance right now. Yeah, thank you.
[AGENT][NEUTRAL] OK, sure, yes. You're welcome. OK, we have an effective date of [PII]. It is active at the moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And this is not a guarantee of payment, just a verification of coverage. There is a calendar year maximum of $1500 with the $50 deductible. And may I have the fax number so I can send that fax back?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yep, uh, [PII], and then, um, does she have just like coverage with the office is, it's just like an open policy?
[AGENT][NEUTRAL] Uh, there's no network, so she can go to any pro provider. Mhm, yes, um, let me go ahead.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Perfect. OK and then is she or?
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] OK. Never mind. No, you're fine.
[AGENT][NEUTRAL] OK. Uh, let me go ahead and send this fax back before I let you go. So you said the fax number is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Do you mind holding for me while I send this out to you right now?
[CUSTOMER][POSITIVE] Yeah, no problem.
[AGENT][NEUTRAL] OK, thank you, one moment.
[CUSTOMER][NEUTRAL] I'm gonna need your husband's date of birth on here.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for Miss [PII]. OK, I went ahead and send that over to you. It should be there in a few minutes. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] Hello, Miss [PII].
[AGENT][NEUTRAL] Hello, Miss [PII].
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello, Miss [PII].
[CUSTOMER][NEUTRAL] You all by yourself and you this afternoon. Yeah, you see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] How a doctor going to come.
[CUSTOMER][NEUTRAL] Can we give him a call to see if he can come tomorrow at [PII], [PII], yeah, OK.