AccountId: 011433970860
ContactId: 32732d8e-a008-4fbe-a4e1-0fd3e2d9d4f1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 335190 ms
Total Talk Time (AGENT): 75030 ms
Total Talk Time (CUSTOMER): 128983 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/32732d8e-a008-4fbe-a4e1-0fd3e2d9d4f1_20250320T21:45_UTC.wav
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[AGENT][NEUTRAL] For calling A
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, today.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, can you hear me? Hello?
[CUSTOMER][NEUTRAL] Yes, now I can hear you.
[AGENT][NEUTRAL] Oh OK.
[AGENT][POSITIVE] And how can I assist you today?
[CUSTOMER][NEUTRAL] Um, I'm calling from the provider's office to check patients eligibility.
[AGENT][POSITIVE] I'll be happy to assist with eligibility. May I have your first name, please?
[CUSTOMER][NEUTRAL] I'm so sorry, can you repeat that again? There's sounds like there's too much noise going on.
[AGENT][NEUTRAL] May I have your name, please?
[CUSTOMER][NEUTRAL] Uh, patient my name?
[AGENT][NEUTRAL] Your name.
[CUSTOMER][NEUTRAL] Uh my name is [PII].
[AGENT][NEUTRAL] Am I, if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] Yes, that will be area code [PII].
[AGENT][NEUTRAL] And what is the
[CUSTOMER][NEUTRAL] I'm so sorry, can you repeat that again?
[AGENT][NEUTRAL] The policy number, the patient's policy number.
[CUSTOMER][NEUTRAL] Uh, it looks like ID number is D as in dog 46401586.
[AGENT][NEUTRAL] I believe that's their wellness policy number. Do you have a social?
[CUSTOMER][NEUTRAL] I'm so sorry I can't hear you.
[AGENT][NEUTRAL] I said I believe that's their wellness policy number. Do you have a social?
[CUSTOMER][NEUTRAL] Um, I do not, but let me get it because I do have a patient here as well. Are you able to hold like a few seconds?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, uh, the patient said that it's 641.
[CUSTOMER][NEUTRAL] 059529
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh, birthday is [PII].
[CUSTOMER][NEUTRAL] to give you $100.
[AGENT][NEUTRAL] And their names?
[CUSTOMER][NEUTRAL] from
[CUSTOMER][NEUTRAL] Uh, patient's name is [PII]. Last name [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Now were you calling for um medical or dental?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Were you calling from, medical or dental?
[CUSTOMER][NEUTRAL] I'm calling from medical.
[AGENT][NEUTRAL] No, OK.
[CUSTOMER][NEUTRAL] Would you like the ID tax ID number?
[AGENT][NEUTRAL] Uh, no, I don't need that. Uh, please be advised a verification of coverage is not a guarantee.
[AGENT][NEUTRAL] The policy is currently active, effectively [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And where
[AGENT][NEUTRAL] And offices
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Does the patient have a copay?
[AGENT][NEUTRAL] What the treatment take place? Is this an office visit?
[CUSTOMER][NEUTRAL] Uh huh yes.
[AGENT][NEUTRAL] OK, so I'm showing that they only have benefits for
[AGENT][NEUTRAL] Treatment in an office if it's a surgical procedure, this policy.
[AGENT][NEUTRAL] regular doctors.
[CUSTOMER][NEUTRAL] I'm so sorry I couldn't hear the last part you said patient only has benefits only for treatment. What was it?
[AGENT][NEUTRAL] Patient does not have benefits for treatment in an office or clinic setting unless she's having a surgical procedure.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[CUSTOMER][NEUTRAL] And then.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] And then um I do apologize what was your name again?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And then that was all the information I needed. Is there a reference number for this call?
[AGENT][NEUTRAL] It's just my name in today's date and time.
[CUSTOMER][NEUTRAL] Um, do you have, uh, OK, so name, date and time.
[CUSTOMER][NEUTRAL] Is it possible to put your last name initial?
[AGENT][NEUTRAL] sound
[CUSTOMER][POSITIVE] Alrighty thank you so much for your help.
[AGENT][POSITIVE] Thank you for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Mhm