AccountId: 011433970860
ContactId: 552d4cf5-35ba-449c-84d6-3943a604881c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 287049 ms
Total Talk Time (AGENT): 116182 ms
Total Talk Time (CUSTOMER): 166058 ms
Interruptions: 7
Overall Sentiment: AGENT=0.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/552d4cf5-35ba-449c-84d6-3943a604881c_20250121T22:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from a provider and I, I spoke to someone earlier, but um, I forgot to ask one more thing for this patient's uh and uh eligibility if I can just get the benefit break oh not benefit breakdown if I could just get a max and minimum of the patient.
[CUSTOMER][NEUTRAL] For
[AGENT][NEUTRAL] OK, alright, um, and your call back number just in case our call is disconnected.
[CUSTOMER][NEUTRAL] But we had adjusted the treatment plans.
[CUSTOMER][NEUTRAL] Mhm, yes, it's gonna be [PII].
[AGENT][NEUTRAL] Thank you and then what's the patient's name?
[CUSTOMER][NEUTRAL] Uh yeah, the patient's name is gonna be [PII] Last name [PII].
[AGENT][NEUTRAL] OK, thank you. And what is the patient's date of birth?
[CUSTOMER][NEUTRAL] Uh yes, patient's date of birth is.
[CUSTOMER][NEUTRAL] Is [PII].
[CUSTOMER][NEUTRAL] Which he's got to do 18.
[AGENT][NEUTRAL] OK, and then so that I can get you the eligibility, what is the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, it's going to be 20 no no no that's not the number uh 02571860.
[AGENT][NEUTRAL] OK, let me pull in the patient for us real quick.
[AGENT][NEUTRAL] OK, and you did get the effective date, the effective date of the policy is [PII] I'm sorry, [PII].
[CUSTOMER][NEUTRAL] Two areas
[CUSTOMER][NEUTRAL] Yes, yes, I just did not get, uh, if there's a deductible or maximum and uh if there's a waiting period or missing tooth cloth.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, all right, um, let me, did, did they offer to send you a fax back?
[CUSTOMER][NEUTRAL] They did, um, I just haven't received it yet. I think it because I literally just called so it's probably gonna take a little bit to receive yes.
[AGENT][NEUTRAL] Oh, OK, OK.
[AGENT][NEUTRAL] Yes, um, because that information is, is also on the fax back, but let me keep it up real quick for you.
[CUSTOMER][NEUTRAL] Come back to
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Um, but I do have availability.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Um, or the week after, can you just tell me what.
[AGENT][NEUTRAL] OK, and this is just to verify coverage it's not a guarantee of payment.
[AGENT][NEUTRAL] It's pulling. I'm pulling in the fax back now so I can let you know so.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] um, so I can look.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] this
[AGENT][NEUTRAL] There is no waiting period.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] [PII] on [PII].
[AGENT][NEUTRAL] I know you asked about waiting period and there is, uh, let's see if it has a uh missing tooth claws.
[AGENT][NEGATIVE] There is a missing tooth clause.
[AGENT][NEUTRAL] And then what was the, you wanted to know the calendar year maximum, is that correct?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK, the calendar year maximum is $750 per covered insured.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And the calendar year deductible is $50 per covered insured to up to $150 for the family.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Wait dude, how does he did just for.
[CUSTOMER][NEUTRAL] There you go and then um we will see you on the [PII] just so you know we did start using the credit card processing beginning of the year um.
[CUSTOMER][NEUTRAL] Uh, oh, alright, I got that in.
[CUSTOMER][NEUTRAL] And then can you verify me can you tell me the eligibility date one more time? I think I probably put the wrong date.
[AGENT][POSITIVE] Yes, I can give that to you. It is.
[CUSTOMER][POSITIVE] Thank you have a great day we'll see you in a couple of weeks. You too. Bye.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII]. OK, thank you so much.
[AGENT][POSITIVE] That's OK. You're welcome.
[CUSTOMER][POSITIVE] Alright you have a wonderful day.
[AGENT][POSITIVE] You too, [PII], thank you for calling APL you have a blessed week.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Bye bye.