AccountId: 011433970860
ContactId: cfc2235e-f370-44f2-ab05-a039dfb34a53
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 287480 ms
Total Talk Time (AGENT): 69165 ms
Total Talk Time (CUSTOMER): 97556 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/cfc2235e-f370-44f2-ab05-a039dfb34a53_20250115T15:29_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, sorry, I didn't quite get your name.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], how are you doing? Uh, my name is [PII]. I'm calling to verify eligibility for a family that's coming in, calling you from the dentist's office.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, if you could spell your name for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK. What's the policy number, [PII]?
[CUSTOMER][NEUTRAL] 02087937
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth?
[CUSTOMER][NEUTRAL] The first patient is um um [PII]. Date of birth [PII]. And for her, I also wanted to check if they have history on file for an FMX. That is to see if they're eligible for an soprano, sorry.
[AGENT][NEUTRAL] What is
[AGENT][NEUTRAL] The Policy effective date is [PII] currently active at this time. And what is the code for the FMX?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 0210 or 0330?
[AGENT][NEUTRAL] D0330 or D02.
[CUSTOMER][NEUTRAL] 0210, yes, then 00210 or 030. They normally share frequency, so.
[AGENT][NEUTRAL] 32
[AGENT][NEUTRAL] 10? OK.
[AGENT][NEUTRAL] Got it.
[AGENT][NEUTRAL] Mhm. Mhm. And I'm sorry, give me the patient's name and date of birth again.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] It's OK, [PII]. Date of birth, [PII].
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah, I don't show history for this code and it actually shares frequency with 210, 277, and 3:30.
[AGENT][NEUTRAL] Um, I don't show any of those codes paid for this patient.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, that's fine. That that means they're eligible. So I'd like to move on to the next patient.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Give me one moment, let me document this call.
[CUSTOMER][NEUTRAL] Which is
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] And the next policy number?
[CUSTOMER][NEUTRAL] Um, same policy number, it's the same family.
[AGENT][NEUTRAL] Is it a different patient?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] OK. Is it for a different patient?
[CUSTOMER][NEUTRAL] Oh, it's a, it's a different patient under the same, it's for a different family, family member, but they're under the same member ID so I can give you that.
[AGENT][NEUTRAL] OK, what is the patient's name?
[CUSTOMER][NEUTRAL] OK, um, sorry, [PII]. Date of uh date of birth is [PII].
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And are you needing history for the same codes?
[CUSTOMER][NEUTRAL] No, no, no, no, not anymore. I it was just for that one for [PII], but for the other ones, I just wanted to see if they're active and if they haven't maxed out.
[AGENT][NEUTRAL] OK. [PII] is the effective date for the entire family.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment.
[AGENT][NEGATIVE] And no one has used any of the benefits for [PII].
[CUSTOMER][POSITIVE] All right, thank you so much. Thanks.
[AGENT][NEUTRAL] All right. Any other questions I can assist with today, [PII]?
[CUSTOMER][POSITIVE] No, I'm all good. Thank you. You enjoy the rest of your day.
[AGENT][POSITIVE] You too. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.