AccountId: 011433970860
ContactId: 4777ef12-f0d2-4e1a-8941-121004095650
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165860 ms
Total Talk Time (AGENT): 62369 ms
Total Talk Time (CUSTOMER): 43940 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/4777ef12-f0d2-4e1a-8941-121004095650_20250523T16:26_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, yes, I'm calling here to get an eligibility fax on a patient.
[AGENT][NEUTRAL] OK, sure. Um, is this for dental?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, yes, I can assist you with the tax back of eligibility. And may I have your name?
[CUSTOMER][NEUTRAL] Yes, it is [PII]
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and may I have the name of the facility you're calling from for my notes?
[CUSTOMER][NEUTRAL] Yes, the person I'm calling for is gonna be [PII].
[AGENT][NEUTRAL] Um, that's just.
[AGENT][NEUTRAL] How do you spell that? I'm sorry.
[CUSTOMER][NEUTRAL] No, no, you're fine. [PII]
[CUSTOMER][NEUTRAL] And then [PII]
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, patient policy number is gonna be, let me get that.
[CUSTOMER][NEUTRAL] So I'm getting that pulled up.
[AGENT][NEUTRAL] It's
[CUSTOMER][NEUTRAL] OK, it's gonna be 02411014.
[AGENT][NEUTRAL] OK. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes, [PII], [PII].
[AGENT][NEUTRAL] OK, so [PII] is the insured. OK, um.
[AGENT][NEUTRAL] What about the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] I'm calling from AOMS Pediatrics here in [PII].
[AGENT][NEUTRAL] OK, thank you. All right, let's see.
[AGENT][NEUTRAL] OK, I do not have an active policy for this member, Mr. [PII]. Um, this policy was terminated back in [PII].
[CUSTOMER][NEUTRAL] OK, so it, it's no longer active?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, OK, that's all I needed to know.
[AGENT][NEUTRAL] OK, is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Uh, no, that should be it.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day, Mr. [PII].
[CUSTOMER][POSITIVE] Thank you you as well bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.