AccountId: 011433970860
ContactId: 44fdf91d-c876-42d7-ab40-d80930faa1b3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 223039 ms
Total Talk Time (AGENT): 83101 ms
Total Talk Time (CUSTOMER): 66766 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/44fdf91d-c876-42d7-ab40-d80930faa1b3_20250331T21:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, ma'am, this is [PII]. I'm calling from Doctor [PII]'s office to get benefits on a patient.
[AGENT][NEUTRAL] OK, and I missed your name. What was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK. What's a good callback number, [PII]?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And you needed benefits, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] I do it is.
[CUSTOMER][NEUTRAL] 746-707
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Oh, it's not a guarantee of payment basic outline of the policy. I've got her effective and active [PII].
[AGENT][NEUTRAL] And then I can send a fax back on that or or would you like to go over the benefits on the phone?
[CUSTOMER][MIXED] Um, the fax would be great, but, um, on the fax it doesn't include if she's met any of her maximum or deductible, and I do need that.
[AGENT][POSITIVE] OK perfect yeah I can look that up let's see.
[CUSTOMER][NEUTRAL] It doesn't include the percentages either.
[CUSTOMER][POSITIVE] Yeah, so let's go ahead and go over it. I'm sorry.
[AGENT][NEUTRAL] No, you're fine.
[AGENT][NEUTRAL] Let's see
[AGENT][NEUTRAL] So this one works off of a fee schedule, um, but we'll go over the percentages and then if she's used anything and then I'll send that fax back it'll give a dollar amount for every um CP or ADA code.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um, let's see, so.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] And actually it doesn't pay in percentages. I'm sorry, it pays according to the fee schedule so the fax back will, yeah, it'll include the dollar amount for all the, yeah.
[CUSTOMER][NEUTRAL] So the free schedule, OK.
[CUSTOMER][NEUTRAL] Include all of that OK.
[AGENT][NEUTRAL] Um, there is
[CUSTOMER][NEUTRAL] OK, so just if she's met her how much maximum and deductible that's it then.
[AGENT][NEUTRAL] OK, yeah, let's look at that. Let's see.
[AGENT][NEUTRAL] Uh it looks like I don't show anything used this year.
[CUSTOMER][NEUTRAL] OK, 0 use.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] So that means 0 net for her deductible.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Alright, and do you need X number?
[AGENT][NEUTRAL] I do, yes. What is that?
[CUSTOMER][NEUTRAL] It's 225.
[CUSTOMER][NEUTRAL] 687
[CUSTOMER][NEUTRAL] 4199.
[AGENT][NEUTRAL] And put that to your attention.
[CUSTOMER][NEUTRAL] And is there a reference number? Yeah, that's fine that'll work.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, reference number is my first name, [PII], last initial D as in dog, or first initial of my last name, D as in dog, and then today's date.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Alrighty thank you so much I appreciate it.
[AGENT][POSITIVE] OK, thank you, [PII], for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Yeah