AccountId: 011433970860
ContactId: d5ab3b3f-876c-4b3e-84b2-ce169716fbce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97220 ms
Total Talk Time (AGENT): 39390 ms
Total Talk Time (CUSTOMER): 40122 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/d5ab3b3f-876c-4b3e-84b2-ce169716fbce_20250320T16:57_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from a provider's office. We just wanted to get a patient's benefits and eligibility faxed over to us.
[AGENT][POSITIVE] I'd be happy to assist with benefits and eligibility today, [PII] [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] It's like 025960 sorry sorry 02596062.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] the 3rd date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active with an effective date of [PII]. 1 moment while I pull up that fax back.
[AGENT][NEUTRAL] And what's that fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, you should receive that fax in the next 10 minutes. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, can you see if we're a network with them and then what our fee guide would be?
[AGENT][NEUTRAL] OK, we go by the UCR since there is no network patient can see any provider that they choose.
[CUSTOMER][POSITIVE] Oh OK all right sounds good thank you.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] You too bye.