AccountId: 011433970860
ContactId: 54dbfe5e-8b0c-4489-9fc4-77bb78b1c4f2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194389 ms
Total Talk Time (AGENT): 66417 ms
Total Talk Time (CUSTOMER): 68295 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/54dbfe5e-8b0c-4489-9fc4-77bb78b1c4f2_20250520T14:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, [PII], my name is [PII]. I'm calling from a provider's office, um.
[CUSTOMER][NEUTRAL] Oh, is this just dental?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Oh, I, I, I was just reading, um, the insurance card here. It says plan group voluntary dental.
[CUSTOMER][NEUTRAL] So does that mean that it's, this is just dental insurance?
[AGENT][NEUTRAL] Um, yeah, I can check and see if they have any other policies. Do you have the policy number on that card?
[CUSTOMER][NEUTRAL] OK, yep, I was just looking for a medical policy and to see if he was still eligible, um.
[CUSTOMER][NEUTRAL] So, I apologize. What was that question?
[AGENT][NEUTRAL] Um, do you have the policy number on that card you're looking at?
[CUSTOMER][NEUTRAL] Yes, uh 026-07543.
[AGENT][NEUTRAL] OK, and then do you have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] OK, looks like they do have a limited supplemental medical plan. Let me pull that up real quick.
[AGENT][NEUTRAL] Is this for like offices that you're needing benefits or eligibility?
[CUSTOMER][NEUTRAL] Um, I, they ordered an iron infusion, so it's an outpatient infusion, um, that yes, I need to see if it like needed any kind of authorization or.
[AGENT][NEUTRAL] OK, looks like the patient's effect is that 3-172025.
[AGENT][NEUTRAL] Not a guarantee of payment basic outline of the policy. Let me pull that up real quick.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I do have a code number for for you.
[AGENT][NEUTRAL] Yeah, this one, I don't know if it cover it because it's pretty limited policy. Let me see.
[CUSTOMER][NEUTRAL] Need to check that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] He needs an iron infusion for anemia.
[AGENT][NEUTRAL] Yeah, it looks like pretty much the so the only thing that would be covered related to that would be.
[AGENT][NEUTRAL] They have a $75 benefit payable for outpatient benefits.
[AGENT][NEUTRAL] So, it would just pay a max of 75. They do have a diagnostic testing benefit, but that wouldn't fall under that, so.
[CUSTOMER][NEUTRAL] No, he'll have to fill out some paper maybe then paperwork for patient assistance, OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Right, that's all I need.
[AGENT][POSITIVE] OK, well, thank you for calling [PII]. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thanks, bye-bye.
[CUSTOMER][NEUTRAL] Mm bye-bye.