AccountId: 011433970860
ContactId: 30b93498-ca2f-4c8b-9b6f-780ecfa04fb6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 224389 ms
Total Talk Time (AGENT): 79336 ms
Total Talk Time (CUSTOMER): 95764 ms
Interruptions: 3
Overall Sentiment: AGENT=0.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/30b93498-ca2f-4c8b-9b6f-780ecfa04fb6_20250424T17:24_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I was calling to see if I could get a fax back of benefits, um, and eligibility on, um, two patients.
[AGENT][POSITIVE] OK, sure. I can help you with that. Can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, [PII] [PII].
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] Uh, give me one moment, I'm pulling, uh, pulling up our sorry about that.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, [PII], and do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, it is 01978792.
[AGENT][NEUTRAL] OK, thank you. And, and the patient name and date of birth?
[CUSTOMER][NEUTRAL] Mhm, um, [PII] 3681.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] And then it's for her child.
[CUSTOMER][NEUTRAL] Um, I have [PII].
[AGENT][NEUTRAL] OK. And are they both being seen or just just Aryan?
[CUSTOMER][NEUTRAL] Yes, they're both gonna be seen mhm.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK, and then, um, what is your fax number?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] That.
[AGENT][NEUTRAL] OK. And do you need any information while we're on the phone?
[CUSTOMER][NEUTRAL] Like 4 or 6.
[AGENT][NEUTRAL] Or just the back.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Um, well, this, um, what is her deductible?
[AGENT][NEUTRAL] Uh, let me see.
[CUSTOMER][NEUTRAL] OK, and what she has available, OK.
[AGENT][NEUTRAL] Get that pulled up.
[AGENT][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] Oh yeah, I know, yeah, he knows it, but now we know I'm not.
[AGENT][NEUTRAL] OK, looks like um this is not a guarantee of payment, just a basic outline of the policy. Uh, calendar year deductible is $50 and the family deductible is $150.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I was.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The calendar year maximum per covered person is 1500.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then let me see if either of them have met anything.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] OK, it looks like, let's see, [PII]'s got her full amount um eligible, so she's got the full 1500, the deductible's been met.
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, same for Arrium.
[CUSTOMER][NEUTRAL] OK, and if they get a cleaning, is that covered at 100%?
[AGENT][NEUTRAL] Uh, yes, that's considered preventative and that is covered at 100%.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, sounds good. That's all I needed and then I'll just wait for the fax. No, ma'am.
[AGENT][NEUTRAL] OK. Anything else I can help with?
[AGENT][NEUTRAL] OK, give it about 5 minutes.
[CUSTOMER][POSITIVE] Thank you so much. OK, sounds good. Thank you. Have a good day. OK, bye bye.
[AGENT][POSITIVE] Thanks for calling.
[AGENT][NEUTRAL] You too.