AccountId: 011433970860
ContactId: 4da45276-da4e-448c-bd71-f36a57ed14ed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 333420 ms
Total Talk Time (AGENT): 57779 ms
Total Talk Time (CUSTOMER): 61070 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/4da45276-da4e-448c-bd71-f36a57ed14ed_20250210T19:35_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, this is [PII]. I am just needing, um, I just have some questions over the benefits for this patient.
[AGENT][POSITIVE] Um, yes, ma'am. I can assist you with benefits. Um, first, can I get your name again and a good callback number?
[CUSTOMER][NEUTRAL] Mhm it's [PII] callback number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] It's 244-283-9.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] date of birth.
[CUSTOMER][NEUTRAL] [PII] 0 sorry, that's the wrong one.
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. Um, I'm showing the effective date on this policy was [PII]. The policy is still active and for a breakdown of benefits, I can fax that to you.
[CUSTOMER][NEUTRAL] Um, so I already have the fax. I just have, um, some codes that I just need to verify if they're covered or not.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and the first code?
[CUSTOMER][NEUTRAL] Um, the first one is gonna be 4346.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK. No, ma'am. I'm not showing it on a breakdown, so it wouldn't be covered.
[CUSTOMER][POSITIVE] OK perfect um next one is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I'm not showing this one either, so no, ma'am, it wouldn't be covered.
[CUSTOMER][NEUTRAL] OK, and then what about crowns like 2740?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Yes, ma'am. stay here one moment.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] No, ma'am, I'm not showing any coverage for that one either.
[CUSTOMER][NEUTRAL] OK, um, and then last one is just gonna be for implants like 6010.
[AGENT][NEUTRAL] Mhm
[AGENT][NEGATIVE] No, that one isn't covered either.
[CUSTOMER][POSITIVE] OK great thank you so much for your help that's all I need.
[AGENT][POSITIVE] OK. Well, I thank you again for calling ATL. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No ma'am thank you have a good one.
[AGENT][NEUTRAL] You