AccountId: 011433970860
ContactId: 3fec1ca8-4c8d-4e57-8967-1ecb2ba68bbe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 227100 ms
Total Talk Time (AGENT): 72729 ms
Total Talk Time (CUSTOMER): 78519 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/3fec1ca8-4c8d-4e57-8967-1ecb2ba68bbe_20250327T15:17_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, my name is [PII]. I'm calling from the provider's office. I'm trying to get a breakdown of benefits for a patient, please.
[AGENT][NEUTRAL] OK, did you say [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Do you have a policy number for the patient?
[CUSTOMER][NEUTRAL] Uh, let me see what the card says, uh, policy number is 025.
[CUSTOMER][NEUTRAL] 63335
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you said benefits, is that correct and eligibility?
[CUSTOMER][NEUTRAL] Yes, ma'am. Mhm.
[AGENT][NEUTRAL] OK, it's not a guarantee of payment, basic outline of the policy. I've got her active and effective [PII].
[AGENT][NEUTRAL] And then I can send a fax back that outlines the entire um policy.
[AGENT][NEUTRAL] Do you want to go over the policy though?
[CUSTOMER][POSITIVE] Yes please.
[CUSTOMER][NEUTRAL] Uh, yeah, uh, um, what's the group number? I may already have a breakdown.
[AGENT][NEUTRAL] Uh, let me see, group number.
[AGENT][NEUTRAL] It's 70029.
[CUSTOMER][NEUTRAL] Mm I don't.
[CUSTOMER][NEUTRAL] OK, I guess, um, yeah, we can, um.
[CUSTOMER][NEUTRAL] Things that I won't find on the fax.
[CUSTOMER][NEUTRAL] Like maybe I don't know, but waiting periods or history.
[AGENT][NEUTRAL] Um, let's see if she has a history.
[AGENT][NEUTRAL] I don't have any history so far at all.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, it looks like waiting period. There are no waiting periods.
[CUSTOMER][POSITIVE] Perfect. And then what is the um annual max?
[AGENT][NEUTRAL] Annual max is $500.
[CUSTOMER][NEUTRAL] OK, and then is there a preventative basic and major coverage on it?
[AGENT][NEUTRAL] There's just preventative and basic, so preventative pays 100%, no deductible. Basic is uh 80% with a $50 deductible.
[CUSTOMER][NEUTRAL] Uh, got it, OK.
[CUSTOMER][NEUTRAL] And then no major.
[AGENT][NEUTRAL] No major, no.
[CUSTOMER][POSITIVE] OK perfect yeah if I can get a um a fax back please that'd be great.
[AGENT][NEUTRAL] OK, what's your fax number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And put that to your attention.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] And was that, I'm sorry, was it [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] OK, [PII]. OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] And anything else I can help with today?
[CUSTOMER][NEUTRAL] No, that'll be it.
[AGENT][POSITIVE] OK, I'll get that faxed your way. Just give me a moment and thank you for calling [PII]. I hope you have a great day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Bye.