AccountId: 011433970860
ContactId: a7183552-21b7-48f7-bef9-977afbed9d47
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 488079 ms
Total Talk Time (AGENT): 149363 ms
Total Talk Time (CUSTOMER): 149500 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/a7183552-21b7-48f7-bef9-977afbed9d47_20250129T17:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi sorry how are you?
[AGENT][POSITIVE] I'm doing well how are you doing today?
[CUSTOMER][POSITIVE] I'm doing all right, thank you for asking um I had a.
[CUSTOMER][NEUTRAL] Patient that I wanted to confirm eligibility on please.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Can you give me your name and your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII] and it's [PII].
[AGENT][NEUTRAL] OK, thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, and what [PII]'s date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And then what is her policy number?
[CUSTOMER][NEUTRAL] It's 601-492-880.
[AGENT][NEUTRAL] OK, let me look and see if that policy.
[AGENT][NEGATIVE] OK, that policy number is not pulling up for me.
[AGENT][NEUTRAL] Do you see one that starts with a 22, or?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] No, I don't, um.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, and we can't do a a name and date of birth search right?
[AGENT][POSITIVE] We can try, yes ma'am.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Let me see if she'll pull up for us. It's [PII] for her last name?
[CUSTOMER][NEUTRAL] Uh, yes, of course my computer now refreshed itself.
[AGENT][NEUTRAL] OK. And it
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] OK, and you spell her first name [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] OK, and what state does she live in?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I think I have found her. Um, what type of facility are you?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Dental.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] OK, I do show that she does have an active policy with us. Her effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And if you give me your fax number, I can send you a fax back that will have a complete benefit breakdown for you.
[CUSTOMER][POSITIVE] That would be great, uh, it's 719.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 434.
[CUSTOMER][NEUTRAL] 9709.
[AGENT][POSITIVE] OK, thank you. I'm gonna put you on a brief hold while I get that faxed together for you and I'll get back on the phone just as soon as it has set.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK great thank you.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank thank you very much for holding for me Ms. [PII]. I've got that fax on the way to you.
[CUSTOMER][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] OK, and um is her correct ID number on that fax by chance?
[AGENT][POSITIVE] Yes, it is, and I'll give it to you right now too.
[AGENT][NEUTRAL] It's
[CUSTOMER][POSITIVE] That would be great thank you.
[AGENT][NEUTRAL] Yes ma'am, it's 256.
[AGENT][NEUTRAL] 371 8.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK perfect and I just wanna confirm it is [PII] correct?
[AGENT][NEUTRAL] Yes, she's associated with Carrington and APL.
[CUSTOMER][NEUTRAL] OK, so the do the claims, is the insurance policy and carriers to [PII] and the claims go to [PII]?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, um, [PII].
[AGENT][POSITIVE] Yes ma'am, that's correct.
[CUSTOMER][NEUTRAL] OK perfect thank you um and I are there different phone numbers for you guys? I do have a different one as well, so I just wanted to make sure.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, the one that I called was.
[AGENT][NEUTRAL] No ma'am, the number that you called is the correct number.
[CUSTOMER][NEUTRAL] OK, I was wondering why I had [PII].
[CUSTOMER][NEUTRAL] I have no idea what that is, so.
[AGENT][NEUTRAL] Yeah, I don't that number does not sound familiar to me.
[CUSTOMER][NEUTRAL] OK. Yeah, I wasn't sure. Um, OK. And does she have history of any, yeah. All right. Does she have history of anything diagnostic or preventative?
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Let me check her policy real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] No, ma'am. She's never filed a claim.
[CUSTOMER][POSITIVE] OK, perfect. And uh all right. [PII], what was your name again, please?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] And can I have a reference number please?
[AGENT][POSITIVE] Yes ma'am, you can use my name in today's date.
[CUSTOMER][POSITIVE] All right. Thank you for your help.
[AGENT][POSITIVE] You're very welcome. I hope you have a good rest of your day, and we appreciate you calling APL Miss [PII].
[CUSTOMER][NEUTRAL] Thank you. So, uh, would I do attention APL or just Carrington? I, I'm not sure what APL is. Sorry.
[AGENT][POSITIVE] Thank you, ma'am.
[AGENT][NEUTRAL] You could do
[AGENT][NEUTRAL] You could do attention APL.
[CUSTOMER][NEUTRAL] OK. OK. That's what I wasn't sure.
[CUSTOMER][POSITIVE] APL like Paul, OK perfect.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, P as in Paul.
[CUSTOMER][POSITIVE] OK, thank you for your help.
[AGENT][POSITIVE] You're very welcome. I hope you have a good night. Thank you for calling APL Miss [PII].
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Bye-bye.