AccountId: 011433970860
ContactId: d7f60853-f767-42c2-befe-d04fef6fcada
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 237800 ms
Total Talk Time (AGENT): 71757 ms
Total Talk Time (CUSTOMER): 58519 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/d7f60853-f767-42c2-befe-d04fef6fcada_20250425T20:00_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from a provider's office. I have a patient coming in. I just wanted to double check that they're still active.
[AGENT][NEUTRAL] OK, I missed your name. What was that?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], do you have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, uh, 18340777.
[AGENT][NEUTRAL] OK, thank you, and you wanted to check eligibility, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. And what is that patient name and date of birth?
[CUSTOMER][NEUTRAL] Um [PII] [PII].
[AGENT][NEUTRAL] OK, it looks like the policy is effective [PII] and it is currently active.
[CUSTOMER][NEUTRAL] Does the patient have any history that would affect frequency?
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] Um, do you have certain codes you wanna check?
[CUSTOMER][POSITIVE] Say that one more time I'm sorry.
[AGENT][NEUTRAL] Uh, are there certain codes that you would like to check?
[CUSTOMER][NEUTRAL] Um, just like anything that would affect the frequency like panel FMX exams like those types of things.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] I don't have a panel on file.
[AGENT][NEUTRAL] Last bite wing was 1023, 24.
[AGENT][NEUTRAL] Uh last trophy was 1023 24.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] What's, what's the exam? Do you have the exam code?
[CUSTOMER][NEUTRAL] Uh 0 120.
[AGENT][NEUTRAL] Uh, last exam was 1023, 24.
[AGENT][NEUTRAL] Um, any other codes you were looking for?
[CUSTOMER][NEUTRAL] Um, if you don't see anything bye.
[CUSTOMER][POSITIVE] Good luck with all your future needs.
[AGENT][NEUTRAL] I have to plug in the actual code.
[CUSTOMER][NEUTRAL] You like you can't see the patient's history?
[AGENT][NEUTRAL] I can all I can see history blanketed would be like the dollar, the whole calendar year maximum, but if you're wanting to check history, I have to look at codes.
[AGENT][NEUTRAL] For specific codes
[CUSTOMER][NEUTRAL] This is the patient used anything so far this year like and this is a calendar year policy?
[AGENT][NEUTRAL] Um, let me look.
[AGENT][NEUTRAL] It's not a guarantee of payment basic outline of the policy.
[CUSTOMER][NEGATIVE] That's that's gonna throw off my, I think.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Uh, no, nothing's been used this year.
[AGENT][NEUTRAL] Calendar year policy.
[CUSTOMER][NEUTRAL] And this is a calendar year? OK, perfect. Do you mind if I have a reference number for the call?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] That's my name, [PII], first initial to last name, [PII], today's date.
[CUSTOMER][POSITIVE] Thanks [PII] I hope you have a great day.
[AGENT][POSITIVE] Thank you. You as well.
[CUSTOMER][POSITIVE] Thank