AccountId: 011433970860
ContactId: 02d8add9-826d-4640-a1f8-bb0a405032e6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152259 ms
Total Talk Time (AGENT): 67569 ms
Total Talk Time (CUSTOMER): 60002 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/02d8add9-826d-4640-a1f8-bb0a405032e6_20250106T18:36_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hey, um, I'm calling to verify benefits and eligibility on the patient.
[AGENT][POSITIVE] I'll be happy to assist with benefits and eligibility. May I have your first name please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] And [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] 3
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Uh, D as in dog, 47043700843.
[AGENT][NEUTRAL] I believe that's their dental or wellness policy number. Do you have a social?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [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. Effective date is [PII], and let me give you that policy number.
[CUSTOMER][NEUTRAL] 9.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 01013.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 033.
[AGENT][NEUTRAL] 10.
[CUSTOMER][NEUTRAL] So that's 01303310?
[AGENT][NEUTRAL] That's correct. And were you calling for inpatient or outpatient benefits?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Um, this is outpatient. Uh, they're coming in to have a breast ultrasound.
[CUSTOMER][NEUTRAL] Because they had it in um an abnormal mammogram.
[AGENT][NEUTRAL] OK, so I do show that the.
[AGENT][NEUTRAL] Uh, wellness diagnostic benefit, uh, let me get the.
[AGENT][NEUTRAL] Amount.
[AGENT][NEUTRAL] So the wellness and diagnostic benefit rider um covers $250 per calendar year.
[CUSTOMER][NEUTRAL] Have they used anything yet?
[AGENT][NEUTRAL] Not so far this year.
[CUSTOMER][NEUTRAL] OK, so it'll just cover $250. It doesn't need a prior authorization, does it?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Alright, perfect. Is there a reference number for this call?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] No, that's it thank you so much I appreciate it.
[AGENT][POSITIVE] Thank you for calling APL have a good day.
[CUSTOMER][POSITIVE] Thanks you too bye.