AccountId: 011433970860
ContactId: eea2bf02-62d7-4f4c-bc58-9b41a488b8be
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 243059 ms
Total Talk Time (AGENT): 53596 ms
Total Talk Time (CUSTOMER): 112716 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/eea2bf02-62d7-4f4c-bc58-9b41a488b8be_20250129T16:58_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Uh hi [PII]. My name is [PII]. I'm calling from Proscan Imaging. How are you doing today?
[AGENT][POSITIVE] I'm good, how are you?
[CUSTOMER][NEUTRAL] I'm doing well thank you um I was just calling I'm not sure if I'm at the correct department or not um I was calling to verify benefits for a patient and to see if authorization is required, um, and also to see if our facility is in network with you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I'll be happy to assist with benefits and eligibility today here if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Yeah my direct line is [PII] and my last initial is [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It is A as in Alpha P as in Papa L as in Lima 20,000.
[AGENT][NEGATIVE] That can't be right.
[AGENT][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Oh no, I'm sorry, that's the group number. Um it is uh 000776400. I apologize for that.
[AGENT][NEUTRAL] OK. Uh
[AGENT][NEUTRAL] 7. OK, that.
[AGENT][NEGATIVE] That's too many zeros at the beginning, um.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Say that say those numbers again for me please.
[CUSTOMER][NEUTRAL] OK, let me look up here at this other part of the order.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It is um 000776400.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] This is for [PII].
[AGENT][NEUTRAL] That's not coming up do you have a social?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] I do not have a social for this patient.
[AGENT][NEUTRAL] OK, do you have an address?
[CUSTOMER][NEUTRAL] Uh, I do.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And what is the date of birth?
[CUSTOMER][NEUTRAL] Uh, it is for [PII].
[AGENT][NEUTRAL] And you're calling for medical or dental?
[CUSTOMER][NEUTRAL] Uh, medical.
[AGENT][NEUTRAL] OK, I'm not sure she has a medical policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She just have dental and life.
[AGENT][NEGATIVE] And cancer.
[CUSTOMER][NEUTRAL] Dental on life.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, well thank you so much for that, [PII]. Um, I will go ahead and reach out to the patient, maybe she has some another insurance. Um, the only thing I would need from you now, can I get the first initial to your last name and then a reference number for today's call?
[AGENT][NEUTRAL] Um, reference is just my name [PII], last [PII], and the date and time of the call.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and I have [PII] Eastern time.
[AGENT][NEUTRAL] We're on Central it's [PII] for us.
[CUSTOMER][POSITIVE] Central, OK, [PII] Central. OK, perfect. Well thank you so much, [PII] again I do appreciate your time and I hope you have a wonderful day.
[AGENT][POSITIVE] OK, well thank you for calling APO you have a great day as well.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye bye.