AccountId: 011433970860
ContactId: 066fe3a3-a4e4-4c4e-9488-e8041d84d764
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 314869 ms
Total Talk Time (AGENT): 132004 ms
Total Talk Time (CUSTOMER): 110097 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/066fe3a3-a4e4-4c4e-9488-e8041d84d764_20250422T21:07_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I need to check benefits on a patient please.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the benefits. May I have your name and today's, I was gonna say today's date. May I have your name and a good
[CUSTOMER][NEUTRAL] It's OK, it's been a day.
[AGENT][POSITIVE] And a good contact number, right.
[AGENT][POSITIVE] Oh my gosh.
[CUSTOMER][NEUTRAL] OK, so my name is [PII], it's OK, and the callback number is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Look, I answer the phone sometimes with the wrong company. I mean, somewhere I worked 100 years ago, so, you know, hey, it's OK.
[AGENT][NEUTRAL] Uh, what?
[AGENT][NEUTRAL] Oh my God, it's almost, it's almost the end of the day.
[CUSTOMER][POSITIVE] Yeah, yes, thank goodness.
[AGENT][NEUTRAL] And [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, it is 428-339-639.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is this their social?
[AGENT][NEUTRAL] But
[CUSTOMER][NEUTRAL] Probably.
[AGENT][NEUTRAL] OK, let me, because that looks more like a social, um, let me try it.
[CUSTOMER][NEUTRAL] It does, OK.
[CUSTOMER][NEUTRAL] Wait, OK, wait, I'm gonna look at her.
[AGENT][NEUTRAL] OK, I'm waiting for it to.
[AGENT][NEUTRAL] Pop over to a policy. And what's the member's first and last name?
[CUSTOMER][NEUTRAL] OK, so do you need the policy, I mean the subscriber first because this is a child that I'm calling about, so it'd be a dependent.
[AGENT][NEUTRAL] Oh, OK. Well, let's try with the subscribe. I'm just trying to make sure this is the right policy since I use the social.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Um, what's there, yeah.
[CUSTOMER][NEUTRAL] OK, um, so his
[CUSTOMER][NEUTRAL] His name is [PII].
[AGENT][NEUTRAL] OK, this is it. Hold on one second.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 3
[CUSTOMER][NEUTRAL] Your
[CUSTOMER][NEUTRAL] Go
[CUSTOMER][NEUTRAL] Don't say
[CUSTOMER][NEUTRAL] M
[AGENT][NEUTRAL] OK, so I have the policy here, and can you verify um [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And um what is the dependent's name?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, there she is. All right, and um how may I assist you today with their policy? I'm sorry, I threw myself off at the beginning of the call.
[CUSTOMER][NEUTRAL] OK, it's OK. I just need to check her benefits to see what she has available.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, so, so far, um, so her calendar year max is $1000 per person. The deductible is up to $50 and it doesn't apply to preventative, and she has not used any of the max or met the deductible for [PII] yet.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] OK, um, do y'all ever send faxes of coverage like the percentages and frequencies and all that, um, could I get one of those?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You sure can hold on one moment let me pull it up here.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] OK, so on the fax back, you'll see the calendar year max and um deductible, all the frequencies, limitations, all the ways to file a claim, and then there's a list of covered codes and the amount, the, the amount that would be paid towards that code.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome, that's perfect.
[AGENT][NEUTRAL] And what's a good fax number for you, [PII]?
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] And should I put attention [PII]?
[CUSTOMER][NEUTRAL] No, it, it'll come to me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And that was [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Alrighty, well, I will go ahead and fax this over to you now. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] I think that's it. I appreciate your help today.
[AGENT][POSITIVE] You're very welcome. Well, thank you for calling APL [PII]. I hope you have a good evening.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.