AccountId: 011433970860
ContactId: 8286180e-8283-4e71-80d0-cf190d9ba2ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128369 ms
Total Talk Time (AGENT): 65936 ms
Total Talk Time (CUSTOMER): 36967 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/8286180e-8283-4e71-80d0-cf190d9ba2ab_20250422T18:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I was just calling to see if our patient is eligible for an appointment, please.
[AGENT][NEUTRAL] Sure, I can take that eligibility for you. Um, what was your name please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Now [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] and there's no extension.
[AGENT][NEUTRAL] Thank you. And do you have that policy number?
[CUSTOMER][NEUTRAL] It is 227-5068.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] It's [PII]. Last name is [PII], [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that uh so this.
[AGENT][NEUTRAL] Uh just to make sure, um, I have the member's name spelled as [PII] Y E S H A.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, OK, yes, so this policy is active, um, effective date was [PII], and if you'd like, I can send you the fax back that shows all of the covered procedures and benefit information.
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK, what was that uh fax number for you?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, I'm gonna read that back to make sure I heard that correctly. That was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Alright, I will go ahead and get that sent to you now. I should get it within about 10 minutes or so. Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] Yes, is there a certain fee schedule we need to follow?
[AGENT][NEUTRAL] No, so this policy does not uh have a network, uh, it pays a percentage based off of UCR.
[CUSTOMER][POSITIVE] OK, OK, that's what I thought, thank you.
[AGENT][POSITIVE] Alright, well, thanks for calling APL hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Uh, you too bye bye.
[AGENT][POSITIVE] Thank you bye bye.