AccountId: 011433970860
ContactId: 3e75626f-56ba-432b-b34e-71f12c02ccfe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 307239 ms
Total Talk Time (AGENT): 91844 ms
Total Talk Time (CUSTOMER): 89497 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/3e75626f-56ba-432b-b34e-71f12c02ccfe_20250404T18:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office.
[AGENT][POSITIVE] Hi, [PII]. How can I help today?
[CUSTOMER][NEUTRAL] To check on a coverage details of patients.
[AGENT][NEUTRAL] A check on eligibility coverage.
[CUSTOMER][POSITIVE] Mhm. You're right.
[AGENT][POSITIVE] Yeah, absolutely. Happy to help. What's the policy number?
[CUSTOMER][NEUTRAL] Policy number will be.
[CUSTOMER][NEUTRAL] 02357080.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What's the patient's first and last name?
[CUSTOMER][NEUTRAL] Patient's name is [PII] and the date of birth.
[CUSTOMER][NEUTRAL] will be [PII].
[AGENT][NEUTRAL] All right. Can you read that policy number to me one more time? It was 02.
[CUSTOMER][NEUTRAL] 357-080.
[AGENT][POSITIVE] Thank you. I apologize for that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 2,357,080.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Just to confirm, it was 02357080?
[CUSTOMER][POSITIVE] Mhm. You're right.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And patient's date of birth again?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And the name is [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That doesn't
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Have that patient's name on it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have the patient's social?
[CUSTOMER][NEUTRAL] Um, yes, I do have. So, it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me try that.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] And are you looking for medical or dental coverage?
[CUSTOMER][NEUTRAL] Medical.
[AGENT][NEUTRAL] OK, so patient's plan was effective as of [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Member plan terminated on [PII].
[AGENT][NEUTRAL] I do not show any other active coverage with us at this time.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So it was termed already on [PII] I right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] So the patient have any other active coverage for the date of service?
[AGENT][NEUTRAL] Not that I see with us.
[CUSTOMER][POSITIVE] Mhm. Thank you so much. So, could you please spell me your name?
[AGENT][NEUTRAL] My name is spelled [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you so much. Can I have the call reference number?
[AGENT][NEUTRAL] Call references my name with my last initial in today's date. My last initial is [PII].
[CUSTOMER][POSITIVE] Thank you so much, [PII]. And thank you so much for your assistance. Have a great day and take care.
[AGENT][NEUTRAL] You too bye bye.