AccountId: 011433970860
ContactId: ca68d20c-227d-4f53-a9b7-715847654751
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105199 ms
Total Talk Time (AGENT): 15357 ms
Total Talk Time (CUSTOMER): 41959 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/ca68d20c-227d-4f53-a9b7-715847654751_20250527T17:47_UTC.wav
--------------------------------------------
[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]'s dental office. How are you?
[AGENT][POSITIVE] I'm doing well, [PII] how are you?
[CUSTOMER][NEUTRAL] Doing well as well, thank you for asking. I'm calling in regards to an EOB that I received for a patient, um, it's stating that they're unable to verify eligibility, uh, for the specific patient on that treatment date, but I did go ahead and call her insurance for, um, Carrington. She was active at the time of service, so then I was now directed to you guys um to try to see why.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It's showing that she's not eligible.
[AGENT][NEUTRAL] Sure, OK, so we can definitely take a look at that. I will let you know most of the time where that's concerned it's going to be more along the lines of uh employer.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] I think I lost you there, [PII]. Can you hear me?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] [PII].