AccountId: 011433970860
ContactId: 99038010-e4a4-40c5-a3a1-a0d672aa3944
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 249070 ms
Total Talk Time (AGENT): 87285 ms
Total Talk Time (CUSTOMER): 93291 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/99038010-e4a4-40c5-a3a1-a0d672aa3944_20250409T15:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes sir, this is [PII] from [PII] office. How are you doing?
[AGENT][POSITIVE] Good how are you?
[CUSTOMER][POSITIVE] I'm doing good too, thanks for asking. Actually I just want to confirm uh the patient's eligibility. Can you assist me?
[AGENT][POSITIVE] I'm happy to check on eligibility. What's the patient's policy number?
[CUSTOMER][NEUTRAL] Um, that is 60801.
[AGENT][NEUTRAL] That's actually our payer ID. Do you have their name or social?
[CUSTOMER][NEUTRAL] Um, just one second, let me check, um, yeah, I have the name of the patient which here [PII]. Just let me know if you want me to spell that name for you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] Um yeah, the first name is [PII] and last name is [PII]
[AGENT][POSITIVE] Alright, one moment, thank you.
[AGENT][NEUTRAL] Are you looking for medical or dental insurance?
[CUSTOMER][NEUTRAL] Medical.
[AGENT][NEUTRAL] OK, and may I have the patient's date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. So, patient does have an active plan. Would you like the policy number?
[CUSTOMER][POSITIVE] Um, yes, thank you very much for that also.
[AGENT][NEUTRAL] 02.
[AGENT][NEUTRAL] 315574
[AGENT][NEUTRAL] The effective date is [PII].
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] [PII]. I'm sorry to ask you again, but can you please repeat the policy number again for me?
[AGENT][NEUTRAL] 02.
[AGENT][NEUTRAL] 31.
[AGENT][NEUTRAL] 5574.
[CUSTOMER][POSITIVE] Yeah, I got it um 02315574. Thank you very much for that information, sir. I really appreciate that. Um, at the end, uh, can you spell out your good name for me and provide me the call reference number if there are any.
[AGENT][NEUTRAL] Uh yes. Call references my name with my last initial, then today's date. My name is [PII], that is spelled [PII] [PII], and then today's date.
[CUSTOMER][POSITIVE] Uh huh thank you very much for that. Um, um, actually, can you check one claim for me please also?
[AGENT][NEUTRAL] Uh, yeah. Is it under this patient policy or a different patient?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh, the same patient under the same patient.
[AGENT][NEUTRAL] OK, what is the date of service?
[CUSTOMER][NEUTRAL] Um, date of service is [PII].
[AGENT][NEUTRAL] And the build amount?
[CUSTOMER][NEUTRAL] $9,483.01.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] No claim on file for [PII].
[CUSTOMER][POSITIVE] Uh huh thank you very much for that information also, sir. I really appreciate that.
[AGENT][NEUTRAL] Is there anything else I can check on for you?
[CUSTOMER][NEUTRAL] Um, no.
[AGENT][POSITIVE] Alright, thank you for calling. Thank you for calling ATL. Have a good day. Bye bye.
[CUSTOMER][POSITIVE] Thank you very much for that.
[CUSTOMER][NEUTRAL] Mhm.