AccountId: 011433970860
ContactId: c333647d-3931-48f7-8a99-441322dd9023
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156940 ms
Total Talk Time (AGENT): 85374 ms
Total Talk Time (CUSTOMER): 55919 ms
Interruptions: 2
Overall Sentiment: AGENT=1.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/c333647d-3931-48f7-8a99-441322dd9023_20250204T20:37_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, my name's [PII]. I have a patient in the office and I'm trying to see if I if they have eligibility and benefits and then if I can get a fax back of the benefits.
[AGENT][POSITIVE] Absolutely I can look at sending that fax back to you. um, [PII], can I get a good call back number from me first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Um, yes, I think 606-349.
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] All right. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Patient's first name is [PII]. Last name is [PII] Date of birth is [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you for verifying that, [PII]. Uh, so this policy is active. Effective date was [PII], and bear with me just a moment, I'll get that fax back pulled up.
[AGENT][NEUTRAL] OK and then uh what was that fax number for you please?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I'm gonna read that back just to make sure I heard that correctly. That was 5043685753?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I'm gonna just put this to your attention.
[CUSTOMER][POSITIVE] Um, yeah, you can to [PII], yes ma'am.
[AGENT][NEUTRAL] OK, alright, um, did you have any questions for me while we're on the phone?
[CUSTOMER][NEUTRAL] Um, yeah, one question, um, what, what fee schedule do y'all go by?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Let me see, so this plan is a bit different, um, it does.
[AGENT][NEUTRAL] Just essentially pays a set dollar amount per procedure and it will show that amount you simply just send those claims right to us um and we'll get those claims filed you'll see uh exactly the dollar amount that that particular benefit would be.
[CUSTOMER][POSITIVE] OK, OK, no problem.
[AGENT][NEUTRAL] Yeah, it's a bit different.
[CUSTOMER][NEUTRAL] I mean, I, I deal with a lot of them like that sometimes, so like the weird ones.
[AGENT][POSITIVE] Oh, that's good to know. OK, I seem to get more of that, uh, yes, OK, we can agree on that.
[CUSTOMER][POSITIVE] Yeah. Yes, ma'am, thank you so much for your help. That is all.
[AGENT][NEUTRAL] Alright, did you have any other questions for me? Yeah.
[AGENT][POSITIVE] OK, you should be getting this faxed back here in maybe 10-15 minutes depending on how busy your machine is, um, and thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Have a great day you too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.