AccountId: 011433970860
ContactId: 32310ac4-2257-482e-807e-4bd42bffb2a3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154649 ms
Total Talk Time (AGENT): 87901 ms
Total Talk Time (CUSTOMER): 56548 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/32310ac4-2257-482e-807e-4bd42bffb2a3_20250312T14:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling in regards to patient benefits.
[AGENT][POSITIVE] Sure, I can check benefits for you. Uh, what was your name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, um, it is 02013730.
[AGENT][NEUTRAL] OK. Uh, what was the name and date of birth for the insured, please?
[CUSTOMER][NEUTRAL] It's for [PII] [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. [PII]. Let's see, so this policy is active. Effective date was [PII], and if you'd like, I can send you a fax back that shows all of the covered procedures and benefit information.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Do they have dental benefits?
[AGENT][NEUTRAL] This is their dental policy, yes.
[CUSTOMER][NEUTRAL] And do they have out of network benefits?
[AGENT][NEUTRAL] This plan doesn't participate in a network, uh, it pays a percentage based off of UCR.
[CUSTOMER][NEUTRAL] So what does it mean by that?
[AGENT][NEUTRAL] So UCR, um, it would pay a percentage of that, so like for example preventative would be 100% of UCR.
[CUSTOMER][NEUTRAL] OK, so they do have dental for no network, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, um, can I get a fax back and if I have any questions I could give you a call back.
[AGENT][POSITIVE] Absolutely, yeah. What was that fax number for you?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, I'm gonna read that back to make sure I heard that correctly. That was [PII].
[CUSTOMER][NEUTRAL] No, [PII].
[AGENT][NEUTRAL] Yeah, OK, that's what I've got right, um.
[CUSTOMER][NEUTRAL] Huh?
[AGENT][NEUTRAL] OK, and then, so essentially if you were looking for a specific procedure, uh, on this fax back and you don't see it listed, uh, that just means it's not covered, but yeah, if you get it and you were had questions about anything, definitely give us a call right back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, can I just get your name and a reference number?
[AGENT][NEUTRAL] Sure, uh, reference number would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] No, that was all thank you so much have a nice day bye bye.
[AGENT][POSITIVE] Of course, thanks for calling APL you too bye bye.