AccountId: 011433970860
ContactId: 7e6c2d69-18d0-4a13-9c65-5854640525c4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 255589 ms
Total Talk Time (AGENT): 119715 ms
Total Talk Time (CUSTOMER): 74395 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/7e6c2d69-18d0-4a13-9c65-5854640525c4_20250318T19:05_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling from a.
[CUSTOMER][NEUTRAL] Um, provider's office.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I'm calling about um.
[CUSTOMER][NEUTRAL] Eligibility for a patient.
[AGENT][POSITIVE] [PII], it would be a pleasure to assist you with eligibility. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, thank you [PII] and what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Um, so it's 2. It's two children. Uh, it'll be the same policy number. Uh, it's 02507322.
[AGENT][NEUTRAL] Thank you. And what are the patients' names and date of birth?
[CUSTOMER][NEUTRAL] So the first one's gonna be [PII] [PII] and then [PII] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And I am showing that their policy is active.
[AGENT][NEUTRAL] Effective date is [PII].
[CUSTOMER][POSITIVE] Perfect and I was calling to get their last preventative history they may have on file.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK, I can do that. Let's see. OK.
[AGENT][NEUTRAL] Ala
[AGENT][NEUTRAL] And Dylan.
[AGENT][NEUTRAL] I'm checking on the history for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For Aya.
[AGENT][NEUTRAL] She had apophy on [PII].
[AGENT][NEUTRAL] And oral evaluation and by lings.
[AGENT][NEUTRAL] And that's all of her history.
[AGENT][NEUTRAL] And for day.
[CUSTOMER][NEUTRAL] She didn't have any fluoride.
[AGENT][NEUTRAL] I don't see any fluoride listed.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is that the 1206, that is, isn't it?
[CUSTOMER][NEUTRAL] That is, yes.
[AGENT][NEGATIVE] It was not paid.
[CUSTOMER][POSITIVE] Oh, OK, perfect.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] I'll go ahead and put that on here, OK.
[AGENT][NEUTRAL] And then for [PII].
[AGENT][NEUTRAL] On [PII], he also had the prophies.
[AGENT][NEUTRAL] Um, the fluoride, the 1206 is not listed on the break, on the, um, the schedule.
[CUSTOMER][NEUTRAL] So would it be the [PII]?
[AGENT][NEUTRAL] Yeah, and you can even send in a corrective claim for that as well.
[CUSTOMER][NEUTRAL] That's what I've told them, OK.
[AGENT][NEUTRAL] Uh, but they both had the fluoride on [PII] and a prophy and.
[CUSTOMER][POSITIVE] Perfect, I'll let them know.
[AGENT][NEUTRAL] Owings and comprehensive oral evaluation.
[AGENT][NEUTRAL] And he had sealants on [PII].
[AGENT][NEUTRAL] Oh, this is a break, and never mind. This is a um.
[AGENT][NEUTRAL] It wasn't a claim.
[CUSTOMER][NEUTRAL] OK, um, can you tell me if they have a uh.
[CUSTOMER][NEUTRAL] Any PAs on file?
[AGENT][NEUTRAL] Is that the [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, both of them. That was on [PII].
[CUSTOMER][POSITIVE] Perfect. OK.
[CUSTOMER][NEUTRAL] Um,
[AGENT][POSITIVE] Thank you for asking that. I skipped right over that.
[CUSTOMER][NEUTRAL] No, thank you. Um, I don't think they have panels, do they?
[AGENT][NEUTRAL] No no PO or FMX history.
[CUSTOMER][NEGATIVE] It shouldn't
[CUSTOMER][NEUTRAL] OK, then that should work. uh, let me see, let me see, let me see. OK, if I can go ahead and get a reference number for the call.
[AGENT][POSITIVE] The reference number is my name and today's date, and I spell my name [PII], it was a pleasure to assist you with that eligibility and history for [PII] and [PII]. Anything else I can help you with today?
[CUSTOMER][POSITIVE] No, ma'am, that's gonna be it for me today. Thank you very much.
[AGENT][POSITIVE] And thank you for calling APL. I hope you have a wonderful afternoon.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Take care. Bye-bye.