AccountId: 011433970860
ContactId: 38cb299a-3e58-4276-b0be-157dce444ca3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174800 ms
Total Talk Time (AGENT): 59510 ms
Total Talk Time (CUSTOMER): 62072 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/38cb299a-3e58-4276-b0be-157dce444ca3_20250604T15:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, hi, just checking for patients eligibility and benefits.
[AGENT][POSITIVE] OK, I can help you with eligibility and benefits. Could I get your name and a good callback number, please?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. And callback number, no extension [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have the patient number or policy number for the patient?
[CUSTOMER][NEUTRAL] Yes, I have
[CUSTOMER][NEUTRAL] Yes, that's [PII].
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Uh, show the policy is effective [PII].
[AGENT][NEUTRAL] Um, I can fax over a fax back that outlines all of the codes that are covered and all of the benefits, um, unless there's something you need to go over on the phone.
[CUSTOMER][NEUTRAL] Uh, I already have the copy of the benefit summary via fax. I just want to confirm, are we considered in or out of the network with the plan and what we are we following?
[AGENT][NEUTRAL] Uh, it's a, it's a calendar year, and then the network is Carrington. Um, I don't know if you're in network, you would have to contact Carrington, but I can give you their number.
[CUSTOMER][NEUTRAL] Uh, yes, um,
[CUSTOMER][NEUTRAL] What is the phone number that we can um dial to check it?
[AGENT][NEUTRAL] Uh, let me get that pulled up.
[AGENT][NEUTRAL] Um, Carrington's number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Thank you. And may I verify as well for the pre-optical X-ray frequency, 0220. Is there any frequency limit?
[AGENT][NEUTRAL] Um, and this is not a guarantee of payment basic outline of the policy. No, there's no limit or frequency.
[CUSTOMER][POSITIVE] No limit. Thank you. And no, and so for you and oral surgery on the plan, right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Thank you. And then lastly I just need a reference number.
[AGENT][NEUTRAL] Uh, it's just my name, [PII]. First initial to last name is [PII], and today's date.
[CUSTOMER][POSITIVE] Thank you. And that's all the information needed. Have a great day.
[AGENT][POSITIVE] Thank you for calling APL. You as well. Bye-bye.