AccountId: 011433970860
ContactId: 78f577c3-00a4-4652-95ba-e38d4032cc55
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 283440 ms
Total Talk Time (AGENT): 107161 ms
Total Talk Time (CUSTOMER): 83909 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/78f577c3-00a4-4652-95ba-e38d4032cc55_20250116T17:52_UTC.wav
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[CUSTOMER][NEUTRAL] Anything like
[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, I'm calling to get history on a patient.
[AGENT][POSITIVE] OK, yeah, I'd love to help you with that today, and may I get your name please?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, Miss [PII], and may I have a great callback number for you as well, please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] On both
[AGENT][POSITIVE] Perfect. And the member's policy number?
[CUSTOMER][NEUTRAL] 021 94838
[AGENT][POSITIVE] Perfect, give me a moment to get that pulled up for you.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] And you would never have more than you.
[CUSTOMER][NEUTRAL] Why if he keeps saying that like you're gonna owe him no, he doesn't, but I feel like that's what he's trying to get like.
[AGENT][NEUTRAL] All right, Ms. [PII], could you verify for me, pretty please, your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Perfect. I see [PII] right here and.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I stuff because it's like yeah even.
[AGENT][POSITIVE] Awesome. As far as history goes, are you just wanting information on his last visit or a particular procedure?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Um, for preventative imperial if there's any.
[AGENT][NEUTRAL] For preventative and what else?
[CUSTOMER][NEUTRAL] Perriel SRP.
[AGENT][NEUTRAL] All right, and so,
[CUSTOMER][NEUTRAL] And like if he is like.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] You know like I'm sure you
[AGENT][NEUTRAL] I'm really sorry. I actually don't know offhand which ones um.
[CUSTOMER][NEUTRAL] Have or he doesn't have that so you're from.
[AGENT][NEUTRAL] I don't know the codes like that, so you're gonna have to give me a minute to find.
[CUSTOMER][NEUTRAL] You just like
[AGENT][NEUTRAL] The list on his policy. I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] here
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] like
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Are you still there with me?
[CUSTOMER][NEUTRAL] I am.
[AGENT][POSITIVE] OK, perfect. So it looks like as far as preventative work, um,
[AGENT][NEUTRAL] The last thing I have for him was the oral evaluation on [PII], uh, code 150.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] He had a
[AGENT][NEUTRAL] Prophy 1110 on [PII], so it's quite a while ago.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, and nothing for SRP?
[AGENT][NEUTRAL] I don't, I'm so sorry. I guess, um, what is SRP?
[CUSTOMER][NEUTRAL] The scaling and planning it's code 4341.
[AGENT][NEUTRAL] 4341.
[AGENT][NEUTRAL] I am.
[AGENT][NEUTRAL] Not seeing that.
[AGENT][POSITIVE] At all on here. I'm sorry.
[CUSTOMER][NEUTRAL] OK, and is that um policy single coverage for himself or is it a family coverage policy?
[AGENT][NEUTRAL] It's a family policy.
[CUSTOMER][NEUTRAL] And then just to verify, he is the policy holder, correct?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Alright, can I just have your name and a reference number if there's any?
[AGENT][NEUTRAL] Yeah, absolutely. My name is [PII], first initial last name, [PII], and then today's date.
[AGENT][NEUTRAL] For the reference number, I'm so sorry I blended those two answers together.
[CUSTOMER][POSITIVE] OK, sounds good thank you so much.
[AGENT][POSITIVE] Yeah my pleasure thank you.
[CUSTOMER][NEUTRAL] Bye bye.