AccountId: 011433970860
ContactId: 38360d78-3fd0-4f5e-97bd-ce571119f67c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 275859 ms
Total Talk Time (AGENT): 90879 ms
Total Talk Time (CUSTOMER): 106567 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/38360d78-3fd0-4f5e-97bd-ce571119f67c_20250110T20:38_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], my name is [PII]. Is there any way I could get a fax back from my patient's coverage or see if he actually has coverage this year?
[AGENT][NEUTRAL] Of course, yeah, I can get that fax back sent to you. Uh, I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Uh, policy number or the ID number?
[AGENT][NEUTRAL] Uh, either one.
[CUSTOMER][NEUTRAL] OK. I think this is the ID number. So 022551487?
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] I'm sorry, could you repeat that number for me, [PII]? I don't think I heard it correctly.
[CUSTOMER][NEUTRAL] No worries. 022551487. Maybe it's not the ID number. Hold on.
[AGENT][NEGATIVE] OK, yeah, I didn't get any results with that.
[CUSTOMER][NEUTRAL] OK, let me double check really quick. I can see if I can find his ID number or his card.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] If not I could start using their social if you have that.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, yes, I do have a social. So it would be.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see. Um, [PII].
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Oh, what was the name for the patient?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, the date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] OK perfect thank you for verifying that [PII]. So I did find that policy it is active.
[AGENT][NEUTRAL] Um, let me know when I'll give you that correct number.
[CUSTOMER][POSITIVE] Yeah, I'm ready.
[AGENT][NEUTRAL] OK it's 02.
[AGENT][NEUTRAL] 5977.
[CUSTOMER][POSITIVE] I apologize, you're phasing out. Let's, um, can we start again? I'm so sorry.
[AGENT][NEUTRAL] Oh, sorry.
[AGENT][NEUTRAL] No, that's perfectly fine. I'm sorry, uh, it's 02.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] 25.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 97.
[AGENT][NEUTRAL] 76.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. So this is the ID number that I can put in. Got it.
[AGENT][POSITIVE] Correct. All right.
[CUSTOMER][NEUTRAL] That's completely different than what I had, OK.
[CUSTOMER][NEUTRAL] OK. Oh, that's weird.
[AGENT][NEUTRAL] Alrighty and what was that fax number for you, [PII]?
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK, and when I just put this to your attention?
[CUSTOMER][POSITIVE] Yes, please, thank you. I'm, it's a private uh family.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, no worries, I'll go ahead and get that sent to you. You should get that here in maybe 10-15 minutes, uh, depending on how busy the machine is. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK, got you.
[CUSTOMER][NEUTRAL] Does it have any FMX history on the fax by any chance?
[AGENT][NEUTRAL] Oh, let me check. Give me just a moment.
[AGENT][NEUTRAL] You said just FMS history.
[CUSTOMER][NEUTRAL] Yes, yes. Do you need the code?
[AGENT][NEUTRAL] Oh, please.
[CUSTOMER][NEUTRAL] OK, so it's uh D 0210.
[AGENT][NEUTRAL] OK, just one moment, let me see.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][NEUTRAL] OK, no, I don't see that code uh that we have a history for that.
[CUSTOMER][NEUTRAL] OK perfect and then is it the same, uh, we're using the same uh fee schedule this year it would be just like a standard UCR fee schedule?
[AGENT][POSITIVE] That's correct, yes.
[CUSTOMER][NEUTRAL] OK, got it. OK, and then I think that's all I need to know. Everything will also will be on the backpack, right?
[AGENT][POSITIVE] Correct, yes ma'am.
[CUSTOMER][POSITIVE] OK, thank you. You have a wonderful rest of the year.
[AGENT][POSITIVE] Alright, yeah, thanks for giving us a call thank you you too bye bye.
[CUSTOMER][NEUTRAL] 45