AccountId: 011433970860
ContactId: 2936c4e3-1232-4eb7-8c1a-28ca45bb544c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 215509 ms
Total Talk Time (AGENT): 89403 ms
Total Talk Time (CUSTOMER): 84484 ms
Interruptions: 3
Overall Sentiment: AGENT=1.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/2936c4e3-1232-4eb7-8c1a-28ca45bb544c_20250402T18:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from Century City.
[AGENT][NEUTRAL] Hi, Ms. [PII], and what was the name of the facility you're from again, please?
[CUSTOMER][POSITIVE] The Century City smile.
[AGENT][NEUTRAL] Century. OK, thank you. And then Ms. [PII], can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Thank you. I appreciate you giving me that and how can I help you today?
[CUSTOMER][NEUTRAL] Yes, I would like to know if the patient is active with his plan.
[AGENT][NEUTRAL] OK, I can check eligibility for you. Can you please give me the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes. Policy number will be 02516364.
[AGENT][NEUTRAL] 636-4.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. And then what is their name and date of birth?
[CUSTOMER][NEUTRAL] Named [PII] [PII].
[AGENT][NEUTRAL] OK, let me look up that policy.
[AGENT][NEUTRAL] OK, I've got [PII] pulled up now and I do.
[AGENT][NEUTRAL] [PII] does have an active policy. The effective date is [PII].
[CUSTOMER][NEUTRAL] Mhm. And does the patient, um, still have any remaining maximum for the year?
[AGENT][NEUTRAL] I'm sorry, can you repeat the question please?
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] Does he have any maximum remaining for the year?
[AGENT][NEUTRAL] Uh, let me check his benefits real quick.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, um, and this is just to verify benefits, it's not a guarantee of payment. He does have his deductible left to pay this year and he does have his full maximum left. He's not used anything for 2025.
[CUSTOMER][NEUTRAL] So that's fine.
[CUSTOMER][NEUTRAL] So that's 550 deductibles remaining. Perfect. And then has his um frequency, has that changed for prophylaxis once every 6 months?
[AGENT][NEUTRAL] No, ma'am, nothing's changed on this policy.
[CUSTOMER][POSITIVE] Oh that will be all. Thank you so much for.
[AGENT][POSITIVE] You're so very welcome, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No, that will be all. What was your name? I'm sorry.
[AGENT][NEUTRAL] My name is [PII], it's [PII]
[CUSTOMER][NEUTRAL] Uh, yeah.
[CUSTOMER][POSITIVE] Thank you so much. Is there a reference for this call?
[AGENT][POSITIVE] Yes ma'am, you can use my name in today's date.
[CUSTOMER][POSITIVE] Perfect. Thank you so much for your help.
[AGENT][POSITIVE] You're welcome thank you for PL you have a wonderful.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.