AccountId: 011433970860
ContactId: e3fa8384-455f-4617-b097-3b679b31b82e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161160 ms
Total Talk Time (AGENT): 66138 ms
Total Talk Time (CUSTOMER): 59338 ms
Interruptions: 1
Overall Sentiment: AGENT=2.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/e3fa8384-455f-4617-b097-3b679b31b82e_20250103T18:19_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hello, my name is [PII] calling from provider office and looking for a patient eligibility.
[AGENT][POSITIVE] OK, [PII], I'd love to help you with some eligibility today. Can I have that policy number?
[CUSTOMER][NEUTRAL] Yeah, just a second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 02168401.
[AGENT][POSITIVE] Perfect and.
[AGENT][POSITIVE] While I'm getting that policy pulled up, [PII], can I also get a good call back number from you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Wonderful. Your patient's first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], first name is [PII]. Last name is [PII]. Um date of birth is [PII].
[AGENT][POSITIVE] Wonderful, thank you, thank you. And.
[AGENT][NEUTRAL] I'm looking here, it looks like your patient is no longer active. It looks like they were effective from [PII] until [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] After that, um, member was never enrolled, right?
[AGENT][NEGATIVE] Yeah, I don't have any additional coverage.
[CUSTOMER][NEUTRAL] OK. Uh, uh, do you have any other insurance information for this patient?
[AGENT][NEUTRAL] Any other what?
[CUSTOMER][NEUTRAL] Any other payers or any other insurance listed on this patient account?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Any other payers or incidents? I guess I'm not quite understanding what you're needing.
[CUSTOMER][NEUTRAL] Uh, actually, I'm asking if uh there is any other insurance information added on this patient account. Yeah.
[AGENT][NEUTRAL] Oh, insurance. Oh, no, I'm sorry. Um, I mean like they have dental insurance as well as this, so I don't know if that helps you, but it was the same effective date, it's no longer active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. No problem. Thank you so much. Can you please provide me the call reference number?
[AGENT][NEUTRAL] Yes, absolutely. It's my name, [PII], first initial, last name, [PII], and today's date.
[CUSTOMER][POSITIVE] Thank you so much. Have a good day.
[AGENT][POSITIVE] Hey my pleasure you have a great day and a happy [PII].
[CUSTOMER][NEUTRAL] Same to you. Bye-bye.
[AGENT][POSITIVE] Thanks.