AccountId: 011433970860
ContactId: 0c7c90da-be91-46a4-905d-faa952e4b9a1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 183979 ms
Total Talk Time (AGENT): 87310 ms
Total Talk Time (CUSTOMER): 65180 ms
Interruptions: 0
Overall Sentiment: AGENT=3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/0c7c90da-be91-46a4-905d-faa952e4b9a1_20250613T14:40_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. My name is [PII]. I'm just calling to get a benefit breakdown with procedure codes for a patient.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with a copy of the fax back. and Yen, may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] Thank you. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Um, yes, it's 02579705.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, [PII] date of birth [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And hold on one moment, I'm just getting the facts back.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And did you have questions about the fax back or you just needed a copy of it?
[CUSTOMER][NEUTRAL] Um, I was trying to go through like specific procedure codes. Will the fax back include all procedure codes that are covered?
[AGENT][NEUTRAL] Right. So on the fax back, you'll see the calendar year max, deductible, the percentages, waiting periods, frequencies, exclusions, all the ways to file a claim and the information for it. And then there's a list of covered codes. If the code you're looking for is not on this list, it wouldn't be covered by the policy.
[CUSTOMER][NEUTRAL] OK perfect that was gonna be my next question then yes, I, um, that would be all I need and then I can provide you the fax number.
[AGENT][POSITIVE] OK, I'm ready whenever you are.
[CUSTOMER][NEUTRAL] Uh, OK, it's gonna be [PII].
[AGENT][NEUTRAL] And should I put attention [PII]? Can you spell your first name for me, please? I'm sorry.
[CUSTOMER][NEUTRAL] Yeah, of course, it's [PII]
[AGENT][NEUTRAL] Oh man, I almost had it.
[AGENT][NEUTRAL] OK. I almost had it right. I had it. I put [PII] I didn't hear the ending. OK. Hold on one moment.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Oh yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] That's good. All right, so I just faxed it over to you. So you should be receiving that shortly. If you don't receive it by end of day today, you can definitely give us a call and we'll be more than happy to resend it for you.
[CUSTOMER][POSITIVE] Perfect. Thank you so much.
[AGENT][POSITIVE] You're welcome. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, just that.
[AGENT][POSITIVE] All right, well, thank you for calling APL. I hope you have a great weekend.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thank you, bye bye.