AccountId: 011433970860
ContactId: a09bc69f-02fa-4bf0-9e84-1a92d93e71f9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195240 ms
Total Talk Time (AGENT): 49119 ms
Total Talk Time (CUSTOMER): 111269 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/a09bc69f-02fa-4bf0-9e84-1a92d93e71f9_20250326T16:29_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], yeah, uh, my name's [PII]. I'm calling from the provider's office. I was just hoping if you can help me with the family's account.
[AGENT][NEUTRAL] OK, I can help you. What was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yeah [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Uh, yes, for the patient it's going to be.
[CUSTOMER][NEUTRAL] 02596195.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's that patient's name?
[CUSTOMER][NEUTRAL] Uh, so it's actually gonna be siblings, uh, but first one is gonna be uh [PII], last name [PII], uh and his date of birth is [PII].
[AGENT][NEUTRAL] OK, and the other patient?
[CUSTOMER][NEUTRAL] Uh, so Sibline is gonna be [PII], last name [PII], uh, and her date of birth.
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] OK, and you were just needing benefits?
[CUSTOMER][NEUTRAL] Um, I was actually a little confused so I got, um, an EOB from you guys.
[CUSTOMER][NEUTRAL] But on the EOP it says we are awaiting information to confirm eligibility for benefits and a card. Upon receipt of this information, we will continue processing your claim. If you have any questions, please call benefits in a in a card at and then the number, um, and then on the back of it was the date of service and you know the exam, the cleaning X-rays, um, I just, I haven't seen this before, so I was a little confused. I don't know if it's.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, I can.
[AGENT][NEUTRAL] I can help you with that. What's the data service?
[CUSTOMER][NEUTRAL] If you need anything on our end, OK.
[CUSTOMER][NEUTRAL] Uh, date of service is [PII].
[AGENT][NEUTRAL] OK, that has uh been paid. It will go out today. It was paid yesterday.
[CUSTOMER][NEUTRAL] Got it. OK, so you guys didn't need anything on our end then, correct? That was just.
[AGENT][NEUTRAL] No, it was from the their employer.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it. OK.
[CUSTOMER][NEUTRAL] Um, and that pays the, the office or the subscriber?
[AGENT][NEUTRAL] It pays the office, benefits were assigned. Uh-huh.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][POSITIVE] Perfect, um, OK, then that was it. I, I was just wondering if you needed anything from us or not.
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect, I appreciate it then we'll just go ahead and wait for that check.
[AGENT][NEUTRAL] OK. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] Thank you, [PII], for calling APO. Have a good day.
[CUSTOMER][POSITIVE] You too alright bye bye.