AccountId: 011433970860
ContactId: 2ddd7f09-6bc2-434f-8a95-296e5a752f53
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180270 ms
Total Talk Time (AGENT): 77266 ms
Total Talk Time (CUSTOMER): 53702 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/2ddd7f09-6bc2-434f-8a95-296e5a752f53_20250122T20:44_UTC.wav
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[AGENT][POSITIVE] Thank you for calling.
[AGENT][NEUTRAL] Yeah, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with University Health Physicians. I just need to verify the last date of of eligibility for a patient.
[AGENT][NEUTRAL] OK Ms. [PII] I can help you with eligibility. Can you please give me your call back number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you ma'am and then what is the patient's name?
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[AGENT][NEUTRAL] And what's the patient's date of birth?
[CUSTOMER][NEUTRAL] Sorry you cut out you said date of birth?
[AGENT][POSITIVE] Uh, yes ma'am, I apologize.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you. And what's [PII]'s policy number?
[CUSTOMER][NEUTRAL] I show D as in David 43220624.
[AGENT][NEUTRAL] OK, and you spell [PII]'s name [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And then last name [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, alright, let me see if I can find him by his name.
[CUSTOMER][NEUTRAL] Mm, I know you said you didn't have coverage, but we have a couple of claims and I wanna make sure they go to the right insurances.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, and so is it a medical claim, is that correct?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, and what state does [PII] live in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK, I see him.
[AGENT][NEUTRAL] OK, so [PII], let me look up this again that's a dental, are are you a dental office?
[CUSTOMER][NEUTRAL] No medical.
[AGENT][NEUTRAL] Uh, I'm only showing that he had, um, dental insurance with us. And it was, his effective date was, uh,
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, but he didn't have any medical?
[AGENT][NEUTRAL] No, ma'am. There's no medical for him.
[CUSTOMER][POSITIVE] OK, that's what I needed to know. Thank you so much.
[AGENT][NEUTRAL] Hm. All right.
[AGENT][POSITIVE] You're very welcome you have a great day. You too, thanks for calling APL.
[CUSTOMER][POSITIVE] Have a great day.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][NEUTRAL] Bye-bye.