AccountId: 011433970860
ContactId: b429acbf-546a-4d7a-9f9f-9d0f7a4320a2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 310549 ms
Total Talk Time (AGENT): 94591 ms
Total Talk Time (CUSTOMER): 101029 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/b429acbf-546a-4d7a-9f9f-9d0f7a4320a2_20250611T15:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Doctor [PII] office to verify benefits on my patient, please.
[AGENT][POSITIVE] I can help you with benefits, [PII]. Can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number?
[CUSTOMER][NEUTRAL] That is 02619366.
[AGENT][NEUTRAL] Alright, one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And can I get you to verify the patient's name and date of birth for me please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying that with me.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] All right, let me pull that up. Did you wanna fax back?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Fine.
[CUSTOMER][NEUTRAL] Does it give history and all the information I will need?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Uh, it won't give history. We can go over that, um, but it will give a list of the codes and what, um, services are covered.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm sorry. You said yes to a fax back or did you want to go over the history?
[CUSTOMER][NEUTRAL] I if you want.
[CUSTOMER][NEUTRAL] Yes, mhm, yes, and if you can get the history, you can tell me if he's eligible for an exam and X-ray.
[AGENT][NEUTRAL] OK, OK. Give me just one moment.
[AGENT][POSITIVE] Alright, let me get this ready for you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] A white space we have a white.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] It means a lot.
[CUSTOMER][NEUTRAL] I don't think you've had to really check out last couple months.
[AGENT][NEUTRAL] And what is the fax number for the fax back?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And does it need to have an attention to anyone?
[CUSTOMER][NEUTRAL] No ma'am.
[AGENT][NEUTRAL] Alright, and to verify the uh fax number of [PII].
[CUSTOMER][NEUTRAL] Uh well there's
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, I just sent over that fax that.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And what was the proceed, what's one of the procedure codes that you need a history on?
[CUSTOMER][NEUTRAL] 0140140.
[CUSTOMER][NEUTRAL] And 0330.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] 0140 and 03 0.
[CUSTOMER][NEUTRAL] 300,330.
[AGENT][NEUTRAL] Tongue tied. OK, thank you.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] Alright, I'm not showing any history for those.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] So.
[AGENT][POSITIVE] So it looks like he is good there.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][POSITIVE] OK, thank you and and one more thing, what.
[AGENT][NEUTRAL] Is there anything else I can help you with? Mhm.
[CUSTOMER][NEUTRAL] Yes, what is the group name?
[AGENT][NEUTRAL] Group name.
[AGENT][NEUTRAL] Uh, the group name is TRC Staffing Services Incorporated.
[CUSTOMER][NEUTRAL] They look like this
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] TRC.
[AGENT][NEUTRAL] Yes, ma'am. C as in cat.
[CUSTOMER][NEUTRAL] Staffing and
[AGENT][NEUTRAL] Staffing Services Incorporate. Mhm.
[CUSTOMER][NEUTRAL] OK, staffing and oh services uh.
[CUSTOMER][POSITIVE] Thank you dear.
[AGENT][NEUTRAL] Right
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] That is it.
[AGENT][POSITIVE] All right, thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Bye.