AccountId: 011433970860
ContactId: acbcc009-9528-4310-b1b3-5eb89824829e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144639 ms
Total Talk Time (AGENT): 48649 ms
Total Talk Time (CUSTOMER): 83023 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/acbcc009-9528-4310-b1b3-5eb89824829e_20241230T18:05_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling to see if this patient is active active and if we're in network.
[AGENT][POSITIVE] OK, I'd be happy to assist with eligibility. May I have your first name please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] And [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 02396564.
[CUSTOMER][NEUTRAL] For Mr. [PII].
[AGENT][NEUTRAL] Patient's name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment.
[CUSTOMER][NEUTRAL] Why is it automatically
[AGENT][NEUTRAL] I do show the policy is currently active. Effective date is [PII], and I do show with this particular policy.
[AGENT][NEUTRAL] Um, there is no network patient can see any provider that he chooses.
[CUSTOMER][NEUTRAL] OK, how are you doing? What's the name?
[CUSTOMER][NEUTRAL] Um, do you guys do fax backs or if I can get a breakdown over the phone? OK.
[AGENT][NEUTRAL] We do.
[AGENT][NEUTRAL] Um, we have fax backs.
[CUSTOMER][POSITIVE] Right, if I could just get a fax on everything, thank you.
[AGENT][NEUTRAL] One moment, I'll get it pulled up.
[CUSTOMER][NEUTRAL] Which
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] To prove that I've got insurance.
[CUSTOMER][NEUTRAL] 22.
[AGENT][NEUTRAL] And what is the fax number?
[CUSTOMER][NEUTRAL] To do the
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And if you had any um dental cover, uh, I'm sorry, um, history used, I'll take that as well.
[AGENT][NEGATIVE] He has no history.
[CUSTOMER][POSITIVE] No history OK perfect
[AGENT][NEUTRAL] He's never used the benefits.
[CUSTOMER][POSITIVE] Alright, and then does it show like maximums, um, deductibles, percentages? OK, OK, perfect, that'll be great.
[AGENT][NEUTRAL] It shows everything except history.
[CUSTOMER][NEUTRAL] So does that mean all of those.
[AGENT][NEUTRAL] Alright, you should receive that fax in the next 5 to 10 minutes. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] No ma'am, that should be all. I do appreciate your time.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Mhm.