AccountId: 011433970860
ContactId: 25401400-dffe-4e1a-9210-29a8a2aa89c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 612500 ms
Total Talk Time (AGENT): 151542 ms
Total Talk Time (CUSTOMER): 142106 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/25401400-dffe-4e1a-9210-29a8a2aa89c1_20250311T15:07_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is. How may I assist you?
[CUSTOMER][NEUTRAL] I am so sorry I did not catch your name.
[AGENT][NEUTRAL] It's OK. My name is [PII]. That's [PII].
[CUSTOMER][POSITIVE] Thank you so much. My name is [PII]. That's [PII], and I'm just calling to uh verify patients um eligibility and benefits, uh, or if you can do a fact check, that would be great.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, sure, I can assist you with the eligibility and benefits, Ms. [PII], and may I have a callback number just in case we get disconnected and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Yes ma'am it's [PII] and uh you said you need the name of the provider?
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] Yes, [PII] and that's [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yes, 02003556.
[AGENT][NEUTRAL] OK, thank you. One moment while I pull that up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes, it's gonna be [PII] Senior [PII].
[AGENT][NEUTRAL] All right. Thank you, Miss [PII]. And yes, we can do a fax back. What is the fax number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] And do you know if the policy is just ident oh sorry go ahead.
[AGENT][NEUTRAL] It's OK, no problem. Uh, let me repeat this back to you. That's [PII], so it's the same as the callback number?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Yes, oh no, no, I'm so sad. I'm so glad you confirmed it's actually [PII].
[AGENT][NEUTRAL] OK, I'm sorry. Let me have that one more time.
[CUSTOMER][NEUTRAL] So sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] [PII]. OK, there we go. OK. Thank you. OK, and you, yes, you were saying about the member.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Yes, um, is the plan identical to the one last year or has there been any changes?
[AGENT][NEUTRAL] Oh, it's the same one.
[CUSTOMER][NEUTRAL] Oh, it's the same. OK, awesome, and it shows that patient hasn't used any of his, uh, maximum this year.
[AGENT][NEUTRAL] It has not changed.
[AGENT][NEUTRAL] I can check on that. Let's see.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, for [PII], he has not used this benefits, so he still have the $1500 available and the $50 deductible available and this is not a guarantee of payment, just a verification of coverage. You still need that fax or?
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][POSITIVE] Yes ma'am, yes.
[AGENT][NEUTRAL] OK, so let me go ahead and send that out to you. Do you mind holding for me while I send this out?
[CUSTOMER][POSITIVE] Of course, no worries.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] OK, thank you. One moment. You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for Ms. [PII]. Yeah, I went ahead and send that over to you. It should be there in a few minutes. Is there anything else I'm gonna help you with today?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, uh, quickly, I know the panoramic is 30,330. Is that basic is that is that the same for the PA 0220 and 0230?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Or is it just for panel?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, panel and FMX, uh, radiograph FMX is all together, but that's the, I think that's the only the 210 if I'm not mistaken. Let me check.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] OK, so not.
[CUSTOMER][NEUTRAL] So not the 0220 or the 0230 that's still at 100%.
[AGENT][NEUTRAL] The 0220, let me check on that 11 moment.
[CUSTOMER][NEUTRAL] OK, because I know sometimes they're with, sometimes they're without it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] It gets confusing sometimes.
[AGENT][NEUTRAL] It's OK. Um, the 0220 is on the basic. So 0220, 0230 and 0, yeah.
[CUSTOMER][POSITIVE] 00 it is OK. Oh my goodness, I am so glad I asked. OK, alrighty.
[AGENT][NEUTRAL] Yeah, that's when their baby. OK.
[CUSTOMER][NEUTRAL] And then may I have a reference number, Miss [PII]?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name and today's date if you would like. Do you need the spelling of my name or any other information, Miss?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I think you said it was [PII] and last name initial [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] That is correct, yes.
[CUSTOMER][POSITIVE] Alrighty thank you so much have a great day.
[AGENT][POSITIVE] You're welcome. You so, Miss [PII]. Thank you for calling APL. You're welcome. Bye-bye.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye.