AccountId: 011433970860
ContactId: 504394e0-8801-4e2f-81d6-fde33e6f08c8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 222860 ms
Total Talk Time (AGENT): 67130 ms
Total Talk Time (CUSTOMER): 105911 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/504394e0-8801-4e2f-81d6-fde33e6f08c8_20250204T20:52_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] This is Doctor [PII] office in [PII], and I was just calling to verify benefits on a patient please.
[AGENT][POSITIVE] Yes, ma'am. I can assist you with benefits. Um first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] It's [PII]. The callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Thank you, [PII]. Um, now let's see. Could I get the policy number, please?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I've got a social.
[AGENT][NEUTRAL] OK, I could try to find them with the social.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Um, you ready?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And it's [PII].
[AGENT][NEUTRAL] OK, I found him in our system. Um, please verify his date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and I have his policy number here if you need that information.
[CUSTOMER][NEUTRAL] Yes, I will put it in.
[CUSTOMER][NEUTRAL] The file.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me put this in here.
[AGENT][NEUTRAL] OK, let me know when you're ready.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] It is 00.
[AGENT][NEUTRAL] 599.
[AGENT][NEUTRAL] 963.
[CUSTOMER][NEUTRAL] 00599963
[AGENT][POSITIVE] Yes ma'am, that's correct.
[CUSTOMER][POSITIVE] Perfect, um, can you fax, is it a breakdown or is this a discount card or how does this work?
[AGENT][NEUTRAL] This is a um breakdown and yes, ma'am, I can fax you the benefits and the fee schedule. What's your fax number, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And my question is this, what fee schedule do we need to follow with this?
[AGENT][NEUTRAL] OK. Um, the fee schedule that I send you, there's a breakdown of all the benefits, all the codes, and um the amounts and how much we cover.
[CUSTOMER][NEUTRAL] OK, is there like like emeritus or?
[CUSTOMER][NEUTRAL] Zealous denimmax fees or is it just a a breakdown of fees?
[AGENT][NEUTRAL] A breakdown of fees.
[CUSTOMER][POSITIVE] Got you, OK, alrighty.
[CUSTOMER][POSITIVE] And if you'll just fax that to me that'd be great thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I just sent it. You should receive it in about 10 minutes.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Mhm. You're welcome. Thank you for calling APL.
[CUSTOMER][NEUTRAL] But they wanna let me ask you this so.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hold on, I guess I'm a little confused. There's not do we bill out our fees or your fees it's on that printout that you.
[AGENT][NEUTRAL] Our fees that's on the printout that I'm gonna fax over to you.
[CUSTOMER][NEUTRAL] OK, so there's not a specific fee schedule that I need to go by or anything like that?
[AGENT][NEUTRAL] Yes, ma'am, and I'm gonna send you the fee schedule.
[CUSTOMER][POSITIVE] OK alrighty thank you.
[AGENT][NEUTRAL] OK, thank you for calling APL.
[CUSTOMER][NEUTRAL] Uh huh bye bye.
[AGENT][NEUTRAL] Bye.