AccountId: 011433970860
ContactId: 47b9dded-d42d-4dc8-b817-8f1fdf25421f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 205399 ms
Total Talk Time (AGENT): 72525 ms
Total Talk Time (CUSTOMER): 65802 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/47b9dded-d42d-4dc8-b817-8f1fdf25421f_20250220T15:32_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I just on eligibility for a patient please.
[AGENT][POSITIVE] I'd be happy to assist with eligibility today [PII] if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] It is [PII] and that is a direct line.
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It is 02478083.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII]. And were you needing a fax back breakdown of the benefits?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And what is that fax number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Alright, you should see that fax in the next 5 to 7 minutes. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] Yes, ma'am, um, for the patient, um,
[CUSTOMER][NEUTRAL] Let me just double check, is there any waiting period or missing tooth claws?
[AGENT][NEUTRAL] Um, yes. Her waiting period will end [PII] on her one year anniversary, and there is a missing two clause.
[CUSTOMER][NEUTRAL] OK, and then for posterior composite fillings and for crowns, do those downgrade?
[AGENT][NEUTRAL] No, we don't do downgrades.
[CUSTOMER][NEUTRAL] OK, and then um.
[CUSTOMER][NEUTRAL] For the fax back, um, if it is not listed on there, does that mean that it is not a covered benefit?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK, and uh just real quick for history, does she have a panel or FMX on file?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] No, she just has.
[AGENT][NEUTRAL] 0027400210.
[AGENT][NEUTRAL] And that's it and um then and then the exam 00120.
[AGENT][NEUTRAL] And then Profy 011.
[AGENT][NEUTRAL] 10
[AGENT][NEUTRAL] 02331.
[AGENT][NEUTRAL] And then 02335 and that was all in July of last year.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] And I think I am good to go. I just need the reference number for the call, please.
[AGENT][NEUTRAL] Reference is just my name [PII] last initial S as [PII], and the date and time of the call.
[CUSTOMER][POSITIVE] Awesome. Thank you, Ms. [PII]. You have a great day.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Uh huh bye bye.
[AGENT][NEUTRAL] Bye.