AccountId: 011433970860
ContactId: 54d22974-9540-48a5-9754-ec0b3f11c453
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 251710 ms
Total Talk Time (AGENT): 73977 ms
Total Talk Time (CUSTOMER): 122900 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/54d22974-9540-48a5-9754-ec0b3f11c453_20250121T15:04_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, my name is [PII] I'm calling from the provider's office to verify benefits on a mutual patient.
[AGENT][POSITIVE] I'm sure, [PII], I can assist you with benefits. Um, first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Uh, callback number is [PII], no extension.
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Um, yes, that policy number is going to be.
[CUSTOMER][NEUTRAL] The policy number is going to be
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] The policy number is going to be.
[CUSTOMER][NEGATIVE] My computer is freezing up. Give me just a second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Alright, that policy number is 10803993.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] OK, thank you. And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII], and the policy is still active. And for a breakdown of the benefits and the fee schedule, I can fax that over to you.
[CUSTOMER][NEUTRAL] Alright, I actually do have a breakdown. um, I would like to know if we're considered in or out of network.
[AGENT][NEUTRAL] Yes, ma'am, one moment.
[CUSTOMER][POSITIVE] Actually, I do have a fact back as well what it looks like I actually got.
[CUSTOMER][NEUTRAL] I from Better's email.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, and I'm actually showing that under this policy, um, we work with our providers, there's no network.
[CUSTOMER][NEUTRAL] Got you. So the seat schedule goes by you and R or our office price?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Which one is that? Oh yes too sorry.
[AGENT][NEUTRAL] USR
[CUSTOMER][NEUTRAL] OK, alright, yes ma'am, and is it, is, is that, is that also accurate that the 10 and FMX is that 80%?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Alright, and that's the only X-ray that's at 80%.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Alright, yes ma'am, and since last year, benefits, has there been any change to benefits for this year [PII]?
[AGENT][NEUTRAL] Um, let me verify that.
[AGENT][NEUTRAL] OK, I'm showing that they're still the same.
[CUSTOMER][NEUTRAL] Got you. So that's a max of 1500 and a deductible of 50 that applies to basic and major?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Alrighty, and we got 100 preventative 80 basic, 40 major.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Perfect. Yes. And how about a reference number?
[AGENT][NEUTRAL] Um, for the reference number, you can use my name and today's date. My name is [PII]. Um it's spelled [PII] and my last initial is [PII] and today's date. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Alright ma'am, um, before I do let you go just to make sure, uh, 7140 is going to be basic and 7210 major.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see.
[AGENT][POSITIVE] Yes, ma'am. That's correct.
[CUSTOMER][POSITIVE] All right, perfect. Well, thank you so much. That is all I needed. I appreciate your time.
[AGENT][POSITIVE] Yeah, thank you again, [PII] for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Thanks.