AccountId: 011433970860
ContactId: 41ee2e7f-cc44-4b53-98b2-f1e2f1c9cbe8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164679 ms
Total Talk Time (AGENT): 43689 ms
Total Talk Time (CUSTOMER): 84932 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/41ee2e7f-cc44-4b53-98b2-f1e2f1c9cbe8_20250515T20:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII] calling you on behalf of provider's office to check on eligibility and benefits for a patient today. Can you assist me with that?
[AGENT][POSITIVE] Happy to check benefits and eligibility, [PII]. What's the patient policy number?
[CUSTOMER][NEUTRAL] Sure. The patient's policy number I have with me is 02269758.
[AGENT][NEUTRAL] Name and date of birth.
[CUSTOMER][NEUTRAL] Name is [PII], that is [PII] Then the last name is [PII]
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. So, patient is active. Effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mhm. May I know the group name and the group number for this patient?
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] The group name is Universal Trucking.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Group number is 1514564.
[CUSTOMER][NEUTRAL] 1514564
[AGENT][NEUTRAL] 1456 4.
[CUSTOMER][NEUTRAL] I mean like
[CUSTOMER][NEUTRAL] 1456 4. OK.
[CUSTOMER][NEUTRAL] And may I know the um provider's fee schedule?
[AGENT][NEUTRAL] Uh, looks like this is paid by UCR.
[CUSTOMER][NEUTRAL] Paid by UCR.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] OK, so I already had a word with the other representative and she already has faxed me the details of these patients. I just needed the group name and the group number for this patient. So I'm done with this call. So can I get the call reference number for this call?
[AGENT][NEUTRAL] Call references my name with my last initial in today's date. My name is [PII], that's [PII] Last initial is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK. So, thank you for giving your valuable time. Have a nice day.
[AGENT][NEUTRAL] You too, bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.