AccountId: 011433970860
ContactId: 09c7f144-8a4f-4c7d-8526-8c9c89e973ee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195600 ms
Total Talk Time (AGENT): 53655 ms
Total Talk Time (CUSTOMER): 80080 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/09c7f144-8a4f-4c7d-8526-8c9c89e973ee_20250512T14:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I was just trying to verify benefits on the patient.
[AGENT][POSITIVE] OK, I can help you with benefits. Could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Yes, uh, [PII], and the phone number is [PII].
[AGENT][NEUTRAL] OK, thank you. And I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][POSITIVE] [PII]. OK, thank you.
[AGENT][NEUTRAL] OK, [PII], do you have the patient uh ID number or member ID?
[CUSTOMER][NEUTRAL] uh let me see.
[CUSTOMER][NEUTRAL] Uh let me look it up real quick, sorry.
[AGENT][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it's gonna be [PII].
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, the patient's name is gonna be [PII], and date of birth is gonna be uh [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] I show the policy is effective [PII]. It's currently active. Um, I can send over a fax back that outlines all of the benefits unless there's something you need to go over on the phone.
[CUSTOMER][POSITIVE] Uh, yes, that would be great and then do you know what's the uh max for the year?
[AGENT][NEUTRAL] Uh, next is.
[AGENT][NEUTRAL] Get that pulled up real quick.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And it's not a guarantee of payment, basic outline of the policy.
[AGENT][NEUTRAL] Uh, the max is 1500.
[CUSTOMER][NEUTRAL] 1500 alright and then um.
[CUSTOMER][NEUTRAL] Does the maximum apply to preventive and diagnostic?
[AGENT][POSITIVE] Yes, it does.
[CUSTOMER][NEUTRAL] Yes, I
[CUSTOMER][NEUTRAL] Alright, and then what fee schedule would I be using?
[AGENT][NEUTRAL] It's just reasonable and customary, or usual and customary standard fee schedule. There's no network and
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, alright, yes, and then can, alright, that will be all, and then can I get that, uh, fax back?
[AGENT][NEUTRAL] Yeah, what's your facts?
[CUSTOMER][NEUTRAL] Alright, so it's gonna be [PII].
[AGENT][NEUTRAL] OK, I'll get that faxed over. It just takes a few minutes.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Thank you. Have a great day. Thanks for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.