AccountId: 011433970860
ContactId: 311410d9-4e46-4ab6-af70-e97d9abdea96
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177470 ms
Total Talk Time (AGENT): 42478 ms
Total Talk Time (CUSTOMER): 103639 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/311410d9-4e46-4ab6-af70-e97d9abdea96_20250505T15:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I just wanted to verify, uh, patient eligibility, please.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And the policy number of the patient?
[CUSTOMER][NEUTRAL] 020519
[CUSTOMER][NEUTRAL] 68.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh [PII] [PII].
[AGENT][NEUTRAL] OK, so this policy is effective [PII], and it's currently active.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII] OK and you have um there's no assignment of benefits, is that correct for out of network providers?
[AGENT][POSITIVE] Uh, we accept assignment of benefits, yes.
[CUSTOMER][NEUTRAL] You do? OK, uh, are there any waiting periods on this plan? I think she already met them because they were 12 months, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, is there a missing tooth cloth?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] There is OK.
[CUSTOMER][NEUTRAL] And uh night guards the D9944, is that a covered benefit?
[AGENT][NEUTRAL] You pull up the benefits. It's not a guarantee of payment, basic outline of the policy.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Uh, no, it's not covered.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Not covered and then do you pay out of network providers UCR or do you pay a lot amount?
[AGENT][NEUTRAL] Um, there's no network on the policy, so it's just paid on UCR.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Very good. Alright, um, is there a group name for this plan?
[AGENT][NEUTRAL] Uh group name is.
[CUSTOMER][POSITIVE] That's great.
[AGENT][NEUTRAL] That's Universal Trucking.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][POSITIVE] Alright, I'll wait for you.
[CUSTOMER][NEUTRAL] And finally the um.
[CUSTOMER][NEUTRAL] Uh, the group number.
[AGENT][NEUTRAL] Number is 13611.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] 13611 alright do you do fax back at all or no?
[AGENT][NEUTRAL] Yes, what's your facts?
[CUSTOMER][NEUTRAL] 210344-0453.
[AGENT][NEUTRAL] OK, I'll get that faxed over. It just takes about 5 minutes.
[CUSTOMER][NEUTRAL] Please find that one for me.
[CUSTOMER][POSITIVE] Thank you so much I really appreciate it.
[AGENT][POSITIVE] Thanks for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] Mhm bye bye thank you you too.