AccountId: 011433970860
ContactId: 6ae1228b-dbf8-4719-9594-5ae4bd6b08af
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 275269 ms
Total Talk Time (AGENT): 73142 ms
Total Talk Time (CUSTOMER): 52104 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/6ae1228b-dbf8-4719-9594-5ae4bd6b08af_20250110T14:21_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. This is [PII] calling on behalf of the provider's office on a recorded line to check eligibility and benefits for one patient. How are you doing today?
[AGENT][NEUTRAL] OK, I'm fine, [PII]. And is this for service in a doctor's office?
[CUSTOMER][NEUTRAL] Uh, yes.
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] 421-37
[CUSTOMER][NEUTRAL] 1063.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you. Give me one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Any
[AGENT][NEUTRAL] OK, [PII], I have the policy pulled up here. Can you verify the patient's name and date of birth for me?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] What state does [PII] reside?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you're a medical provider, correct?
[CUSTOMER][NEUTRAL] Dental provider.
[AGENT][NEUTRAL] And what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you for that.
[CUSTOMER][NEUTRAL] Welcome.
[AGENT][NEUTRAL] OK. Now, that's the date of birth for a dependent. So is [PII] the patient or?
[CUSTOMER][NEUTRAL] [PII] here is a patient. Uh, I have here.
[AGENT][NEUTRAL] OK, that's not her date of birth.
[CUSTOMER][NEUTRAL] OK. I have another [PII] with the date of birth of [PII], which seems to be the
[CUSTOMER][NEUTRAL] Policy holder?
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK. [PII] is the policyholder and that's what I show is her date of birth.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And you were wanting to verify the benefits. I show the policy effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me check to see if the policy is still active. I actually show this policy is no longer active, uh, as of [PII], so she doesn't have active coverage with APL at this time.
[CUSTOMER][POSITIVE] OK. Thank you so much for that, [PII]. Can you help me with the reference number then?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] And did you have any other questions before I provide the reference number?
[CUSTOMER][NEUTRAL] Uh, this is the only patient that I have, so there's no more questions as the patient is no longer active.
[AGENT][NEUTRAL] OK. All right, you.
[AGENT][NEUTRAL] OK, you'll use my name in today's date as your reference. [PII]
[AGENT][NEUTRAL] First initial of my last name is.
[CUSTOMER][POSITIVE] Perfect thank you so much for coming out once again.
[AGENT][NEUTRAL] First initial of my last name is [PII]. If no other questions, uh, [PII], thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Have a good day. You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.