AccountId: 011433970860
ContactId: 6875ac28-0a1b-40e5-b716-3e753ed5aac0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138479 ms
Total Talk Time (AGENT): 67439 ms
Total Talk Time (CUSTOMER): 52835 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/6875ac28-0a1b-40e5-b716-3e753ed5aac0_20250108T23:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. Can you please help me verify eligibility and benefits for a patient?
[AGENT][NEUTRAL] Yeah, I can check eligibility and benefits for you. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] And [PII]
[AGENT][NEUTRAL] Could you spell that for me?
[CUSTOMER][NEUTRAL] Of course, [PII]
[AGENT][POSITIVE] Thank you and then can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Of course, [PII].
[AGENT][NEUTRAL] OK, thank you for that and then um do you have the policy number?
[CUSTOMER][NEUTRAL] I do. Um, the policy number will be 02571691.
[AGENT][NEUTRAL] OK, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Uh, it will be [PII], last name [PII], and [PII], sorry, and [PII].
[AGENT][POSITIVE] OK perfect thank you for verifying that.
[AGENT][NEUTRAL] So this policy is active. Effective date was [PII]. If you'd like, I can send you the fax back showing all procedure covered procedures and benefit information.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That will be um great. And also I have another question. Does it, does this patient have any ortho coverage?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[AGENT][NEGATIVE] No, no ortho coverage.
[CUSTOMER][NEUTRAL] No. OK. Um, do you need a fax number or email number or email?
[AGENT][POSITIVE] A fax number if you've got one that'd be great.
[CUSTOMER][NEUTRAL] OK, it will be [PII].
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm gonna read that back, make sure I heard that correctly, uh, that was [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK, and I just put this to your attention?
[CUSTOMER][NEUTRAL] And I
[AGENT][NEUTRAL] Yes, would I just put that to your attention?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What was that? I'm sorry?
[AGENT][NEUTRAL] Would I put this to your attention, honey?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, alright, I'll go ahead and get that sent to you. You should get it here in about 10-15 minutes depending on how busy your machine is. Um, was there anything else I can help you with?
[CUSTOMER][POSITIVE] OK, no problem.
[CUSTOMER][POSITIVE] Um, no, that will be all the information that I needed for today. Thank you so much for your help.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Of course, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][POSITIVE] Thank you.