AccountId: 011433970860
ContactId: e11070b7-ca10-4f18-a562-6616c6d14bcd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 238470 ms
Total Talk Time (AGENT): 41867 ms
Total Talk Time (CUSTOMER): 156914 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/e11070b7-ca10-4f18-a562-6616c6d14bcd_20250117T21:17_UTC.wav
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[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Hello, thanks for
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] I can barely hear you, but I'm calling from a provider's office and I need to verify um insurance eligibility and benefits.
[AGENT][NEUTRAL] Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] My name is [PII] and a callback number is [PII].
[AGENT][NEUTRAL] What is the policy number
[CUSTOMER][NEUTRAL] What's the what? The policy number is 02543866. The patient name is [PII]. The date of birth is [PII].
[AGENT][NEUTRAL] Policy number?
[AGENT][NEUTRAL] to fake's name and date of birth.
[AGENT][NEUTRAL] How
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, no, that's what I'm saying that as long as we do it like um.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, um, who is this, who is the, uh, you're ready.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Pay your ID, your ID.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yes, can you hear me?
[AGENT][NEUTRAL] I can bare
[CUSTOMER][NEUTRAL] Huh.
[AGENT][POSITIVE] Thank you sir
[CUSTOMER][NEUTRAL] I need the payer ID for this policy.
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] OK and um.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] What else I need the fee schedule name?
[AGENT][NEUTRAL] The standard denthropology with no network.
[CUSTOMER][NEUTRAL] This is a standard dental policy with what? Yeah, we're gonna, we have to get authorization, so we have to get it approved.
[AGENT][NEGATIVE] With no network.
[AGENT][NEUTRAL] HMO just a standard dental policy just pay out on.
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If you're saying something I can't.
[CUSTOMER][NEUTRAL] Well, ma'am, I could barely hear you. It seems like you're far away from the phone and it's like I, I'm trying to make out what you're saying.
[AGENT][NEUTRAL] So would you like for me to face this information over for you because I'm not sure.
[CUSTOMER][NEGATIVE] We asked for that but we haven't received it yet.
[AGENT][NEUTRAL] Do you have an email address?
[CUSTOMER][NEUTRAL] The email address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] I had
[CUSTOMER][NEUTRAL] Do you wanna do uh [PII]? I will prefer doing on a Friday, Friday.
[AGENT][NEUTRAL] So I'm not gonna put the member's information.
[AGENT][NEUTRAL] for you
[AGENT][NEUTRAL] schedule
[CUSTOMER][NEUTRAL] OK, can you also try that back also?
[CUSTOMER][NEUTRAL] They may change it, right?
[AGENT][NEUTRAL] for them
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] Can you check the email did you send it through email yet?
[AGENT][NEUTRAL] I
[CUSTOMER][POSITIVE] OK, we have it thank you.
[AGENT][POSITIVE] You're welcome
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Thanks for calling
[CUSTOMER][NEUTRAL] Uh huh