AccountId: 011433970860
ContactId: 4968e1f5-286a-48a8-814b-29d5d71d9066
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 251830 ms
Total Talk Time (AGENT): 130758 ms
Total Talk Time (CUSTOMER): 71189 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/4968e1f5-286a-48a8-814b-29d5d71d9066_20250217T17:34_UTC.wav
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[CUSTOMER][NEUTRAL] Go on
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling to check on the status of a pre-estimate for a patient please.
[AGENT][NEUTRAL] OK, give me just a moment. You said that was a pre-estimate?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can check on that for you. Uh, what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, 617-299.
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] And then what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Um, Ms. [PII] [PII].
[AGENT][POSITIVE] OK perfect thank you for verifying that [PII], bear with me just a moment uh when was this sent to us?
[CUSTOMER][NEGATIVE] It was sent in, uh, this is gonna be about the 3rd time. The last time I sent it was January well I sent it [PII] and it was like on [PII] it was reprinted and sent again.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Bear with me just a moment.
[AGENT][NEUTRAL] What was the name of the provider's office this was with? I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, [PII] and then.
[CUSTOMER][POSITIVE] She's doing good
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Believe I found it. Give me just a moment. I'm sorry, it is super slow today.
[CUSTOMER][POSITIVE] That's all right.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Yes ma'am you have a good day.
[CUSTOMER][NEUTRAL] Alright bye bye.
[AGENT][NEUTRAL] OK, yes, uh, so I do have that, um, I can give you that information. I can also send this to you if you've not yet received it um do you have a fax number?
[CUSTOMER][NEUTRAL] Yes, ma'am, I do.
[AGENT][NEUTRAL] Alrighty, what was that fax number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and it would just get to your attention?
[CUSTOMER][NEUTRAL] Uh, yeah, it'll, I'll, I'll get it off the fax machine. Can you tell me what it says also?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Of course, let me go ahead and get it sent really quick, um, and then we can go over all of that information.
[CUSTOMER][NEUTRAL] Plug in that fax machine please. OK, go ahead.
[AGENT][NEUTRAL] Uh, give me just a moment. Hang on, it's, um, I'm about to send it and then we could take a look.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] True.
[AGENT][NEUTRAL] It's just gotta think extra hard today. I don't know what it is. It really is thinking about it.
[CUSTOMER][NEUTRAL] I hear you it's Monday that's why.
[AGENT][NEUTRAL] Yeah, and they know it, the computers know it, it is.
[CUSTOMER][NEUTRAL] It's cold.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alrighty, let's see.
[CUSTOMER][NEUTRAL] And it's cold.
[AGENT][POSITIVE] OK, there we are just sent it and let's get this pulled up here so.
[AGENT][NEUTRAL] For procedure code, let's see, uh 6750.
[AGENT][NEUTRAL] Let's see that benefit amount is $359.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For 6240 that benefit amount is $315.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then 6750 again for uh this one's 2:15 um that one is 359 as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what does it say the patient's portion will be?
[AGENT][NEUTRAL] Let's see.
[AGENT][POSITIVE] Grand total.
[AGENT][NEUTRAL] For uh pay that we OK hang on sorry it's just.
[AGENT][NEUTRAL] Refreshed on me, sorry, I'm, I'm telling you, OK, there we go. OK, total benefits payable is $987 remainder of that is $2,613 correct.
[CUSTOMER][POSITIVE] That's all right.
[CUSTOMER][NEUTRAL] The patient.
[CUSTOMER][POSITIVE] All right my dear, I appreciate it.
[AGENT][POSITIVE] Alright, you're very welcome. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] That's all I need.
[AGENT][POSITIVE] Alright, well thanks for calling APLF you have a great rest of your day.
[CUSTOMER][NEUTRAL] Alright bye bye.
[AGENT][POSITIVE] Thank you bye bye.