AccountId: 011433970860
ContactId: 9d352934-9edc-4e68-9726-4c7c7d7e9d63
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 269649 ms
Total Talk Time (AGENT): 89997 ms
Total Talk Time (CUSTOMER): 68743 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/9d352934-9edc-4e68-9726-4c7c7d7e9d63_20250513T21:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. Is there any way to see if my patient's plan is active, please?
[AGENT][NEUTRAL] Sure I can help you with eligibility. Give me one moment.
[AGENT][NEUTRAL] You have a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Um, callback number is [PII].
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] Policy number is 02259776.
[AGENT][NEUTRAL] One moment while I pull that up for you.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][POSITIVE] Are you having a good day?
[CUSTOMER][MIXED] Oh, just tired, you know, but good, thank you. I appreciate it. How was yours?
[AGENT][NEUTRAL] Hm
[AGENT][POSITIVE] It's good so far.
[AGENT][NEUTRAL] It's almost the end of the day, so.
[CUSTOMER][POSITIVE] That's good. I'm, I have one more hour, yeah.
[AGENT][POSITIVE] Nice, that's the best.
[CUSTOMER][NEUTRAL] Counting the day, tell me the second.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, patient's name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] This policy is active with an effective date of [PII].
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK, got you. Is it the same plan as last year?
[AGENT][NEUTRAL] Uh, it looks that way, uh, because it's been effective since the [PII].
[CUSTOMER][NEUTRAL] OK, got you. What's the FMX history? Just double checking. Do you know, do you, do you need a code?
[AGENT][NEUTRAL] Oh, do I need to cut one moment.
[AGENT][NEUTRAL] And you said FFX?
[CUSTOMER][NEUTRAL] Uh, the FMX. So it's uh 0210.
[AGENT][NEUTRAL] Amex, OK.
[AGENT][NEUTRAL] OK, one moment and I can look that up.
[AGENT][NEUTRAL] You said 0210?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, give me 1 2nd.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. I am showing, let me double check.
[AGENT][NEUTRAL] It is showing that this policy could possibly cover that. Um, it's limited to one X-ray procedure per 5 year period and so this is a verification of benefits and not a guarantee of payment.
[CUSTOMER][NEUTRAL] 5 years
[CUSTOMER][NEUTRAL] OK, got you. So if they start this plan you say in [PII] or [PII]?
[AGENT][NEUTRAL] 22.
[CUSTOMER][NEUTRAL] 22, so you, you don't, you have a history for uh FMX on 522?
[AGENT][NEUTRAL] On [PII], let me see.
[CUSTOMER][NEUTRAL] No, 5:18 sorry [PII].
[AGENT][NEUTRAL] OK, for [PII], 1 moment, let me check.
[AGENT][NEUTRAL] You said it was 0210 is the procedure code.
[AGENT][NEUTRAL] And you said 5-18 of 2022 procedure 0210?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEGATIVE] I'm not seeing anything for that.
[CUSTOMER][POSITIVE] OK, got you. OK, perfect, thank you so much I appreciate it have a nice day.
[AGENT][POSITIVE] You too and thank you for calling APL.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.