AccountId: 011433970860
ContactId: a1d43f9b-a489-4e2f-b1b0-b3ac6d1bc427
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 319399 ms
Total Talk Time (AGENT): 106297 ms
Total Talk Time (CUSTOMER): 83245 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/a1d43f9b-a489-4e2f-b1b0-b3ac6d1bc427_20250103T21:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello [PII], I'm calling from a provider's office to check on eligibility for a patient.
[AGENT][NEUTRAL] OK, I can help you with eligibility. What is your name and your callback number?
[CUSTOMER][NEUTRAL] My name is [PII] and callback phone number is [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Uh excuse me. Um first name is um [PII], it's [PII] Last name [PII].
[CUSTOMER][NEUTRAL] And date of birth is um [PII].
[AGENT][NEUTRAL] And then what is the patient's policy number?
[CUSTOMER][NEUTRAL] Um, we have 02363607.
[AGENT][NEUTRAL] OK, let me look that up real quick for you.
[AGENT][POSITIVE] OK, I do show that Irene does have an active policy.
[AGENT][NEUTRAL] The effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the policy is still active.
[CUSTOMER][NEUTRAL] Got it. um, is there any group number or group name for this plan?
[AGENT][NEUTRAL] Yes, the group number is 15914.
[AGENT][NEUTRAL] And that is universal Trucking.
[AGENT][NEUTRAL] LGT Transport LLC.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] OK, um, does she have any history on file?
[AGENT][NEUTRAL] Let me look and see.
[AGENT][NEUTRAL] No ma'am, she does not have any claims on file.
[CUSTOMER][NEUTRAL] No, OK, got it.
[CUSTOMER][POSITIVE] Alrighty, um, for crowns and fillings, um.
[CUSTOMER][NEUTRAL] Is there any type of downgrades for those services?
[AGENT][NEUTRAL] Boundaries
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Did you say boundaries? What I can do is if you give me your fax number, I can send you a fax back that has the complete breakdown of the benefits and any limitations or exclusions or um waiting periods.
[CUSTOMER][NEUTRAL] OK, um, that would work.
[AGENT][NEUTRAL] OK, what is your fax number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, just one second and let me get that fax ready for you to send.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Just spell your name.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][POSITIVE] OK, good.
[AGENT][POSITIVE] OK, I'm getting it ready. I'm getting ready to send it to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] As soon as my little fax pops up here, I can push in and we'll be on our way.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Great, thank you so much.
[AGENT][POSITIVE] You're welcome. It's not a problem at all.
[AGENT][NEUTRAL] OK, I've sent it to you. It should be there in the next 3 to 5 minutes depending on if you've got anything else coming in at the same time.
[CUSTOMER][POSITIVE] Perfect, sounds good.
[AGENT][NEUTRAL] OK, is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Um, no, ma'am, that will be it.
[AGENT][POSITIVE] All right, Miss [PII], you have a blessed weekend and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you. You as well.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] All right bye bye ma'am.