AccountId: 011433970860
ContactId: a94cadc7-8371-4f84-8132-1a870b044b87
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129190 ms
Total Talk Time (AGENT): 50592 ms
Total Talk Time (CUSTOMER): 59406 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/a94cadc7-8371-4f84-8132-1a870b044b87_20250129T21:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I just had a quick question. Um, there was a um a patient that called just wanted to know if we were in network with, um, APL.
[AGENT][NEUTRAL] OK, what's your name?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] And you're checking eligibility?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, what's the policy number?
[CUSTOMER][NEUTRAL] Um, she gave me 60801.
[AGENT][NEUTRAL] That's the payer ID number?
[CUSTOMER][NEUTRAL] Yeah, I, I thought so. That's why I, um.
[AGENT][NEUTRAL] Spell the patient's first and last name.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what state is the patient reside?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Do you know what type of policy she has or he has?
[CUSTOMER][NEUTRAL] No, she just wanted to know if it was PP or HMO. Well, that's what we wanna know and if we're a network.
[AGENT][NEUTRAL] I'm not showing a Perry [PII] in [PII].
[AGENT][NEUTRAL] That is our payer ID number though.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You don't have a card or anything?
[CUSTOMER][NEUTRAL] No, she just gave us a call and um.
[AGENT][NEUTRAL] Are you a dental or medical provider?
[CUSTOMER][NEUTRAL] I'll just give her
[CUSTOMER][NEUTRAL] Dental.
[AGENT][NEUTRAL] Yeah, I don't see anything under [PII]. [PII] is the last name?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] I don't see anything. [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] So on her card there should be uh like a policy er number.
[AGENT][NEUTRAL] On there or it.
[AGENT][NEUTRAL] It could say member ID number on there as well, if it's a dental card.
[CUSTOMER][NEUTRAL] I'm sorry, you cut out.
[CUSTOMER][POSITIVE] OK, alrighty, so I'll just um give her another call and just get that information, alrighty.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Anything else, Gel?
[CUSTOMER][NEUTRAL] No ma'am.
[AGENT][POSITIVE] OK, thank you for calling APL have a good day.
[CUSTOMER][NEUTRAL] You too.