AccountId: 011433970860
ContactId: a525bfa0-ef9b-4b29-970c-4f34449bc63a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164199 ms
Total Talk Time (AGENT): 53069 ms
Total Talk Time (CUSTOMER): 76115 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/a525bfa0-ef9b-4b29-970c-4f34449bc63a_20250122T14:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from Central Emergency Medical Services, um, just in regards to a letter we received from you guys, um, in regards to patient [PII].
[CUSTOMER][NEUTRAL] Um, patient date of birth is [PII].
[AGENT][NEUTRAL] OK, what's the policy number?
[CUSTOMER][NEUTRAL] Policy number is PGA 21783772.
[AGENT][NEUTRAL] OK, that's not the APL fax uh policy number. Do you have the card?
[CUSTOMER][NEUTRAL] Um, no, ma'am, all I have is just like the member ID on file.
[AGENT][NEUTRAL] Yeah, that sounds like a primary ID spell the patient or do you have a patient social or the cardholder social?
[CUSTOMER][NEUTRAL] Yeah, um, I have the social it's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] What's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Oh sorry, good phone number is [PII], but my personal extension is [PII].
[AGENT][NEUTRAL] And spell your name for me.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII], and did you say you're checking for eligibility and benefits?
[CUSTOMER][NEUTRAL] Yes ma'am, or if the patient's listed under a different policy number.
[AGENT][NEUTRAL] OK, and is it for service in a doctor's office or outpatient facility?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It's just a doctor's office.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And are you a dental or medical provider?
[CUSTOMER][NEUTRAL] I'm sorry, it's just um I'm a a claims provider for Central Emergency Medical Services.
[AGENT][NEUTRAL] OK, so is this for medical services or dental?
[CUSTOMER][NEUTRAL] Medical.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And verify the patient's um date of birth for me?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, and repeat her first and last name for me.
[CUSTOMER][NEUTRAL] Last name is [PII] and first name I'm sorry, a little difficult um [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No one, OK.
[AGENT][NEUTRAL] Now, the only policy that she had with APL is a dental policy. I do not show she has a medical policy with us.
[CUSTOMER][NEUTRAL] Oh, OK, well that's all um the information I was needing.
[AGENT][POSITIVE] OK, alrighty, [PII], anything else I could help out with today?
[CUSTOMER][POSITIVE] Um, no, ma'am, thank you, I appreciate your time.
[AGENT][POSITIVE] Oh, you're welcome thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] You too.