AccountId: 011433970860
ContactId: 5cc24655-4fad-428b-94c6-c47d8d2a9790
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161199 ms
Total Talk Time (AGENT): 88466 ms
Total Talk Time (CUSTOMER): 45899 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/2025/04/29/5cc24655-4fad-428b-94c6-c47d8d2a9790_20250429T12:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I'm needed a benefit breakdown for a patient.
[AGENT][NEUTRAL] OK, I can help you. Your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Spell that for me.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and what's the policy number?
[CUSTOMER][NEUTRAL] I've got a 02456641.
[AGENT][NEUTRAL] What's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] and it's [PII].
[AGENT][NEUTRAL] OK, thank you for that. So I'm showing an effective date of [PII]. Uh, this policy is active at this time and you want the schedule faxed over to you?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] And that number.
[CUSTOMER][NEUTRAL] Is 972-745-316 thanks.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] I'm only showing one claim on file for year [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And it's for cleaning, uh, complete intraoral X-rays and then the comprehensive oral evaluation.
[AGENT][NEUTRAL] And so her benefits for [PII] are still remaining um.
[CUSTOMER][NEUTRAL] OK, when was the date for that FMX? I'm sorry.
[AGENT][NEUTRAL] Have you
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. Have you received a schedule of benefits from us before?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, not from APL. We have from Carrington but not APL.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] OK, so it'll it'll include the policy calendar, your max and deductible information, your frequencies, common limitations, exclusions, um, it'll list each procedure code that's covered by this plan, um, to include, um, preventive and basic major is not covered so you're not gonna see that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, on the schedule and then it'll have our claims mailing address, payer ID and fax number as well. You should receive it within the next 2 to 5 minutes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right awesome
[CUSTOMER][POSITIVE] OK perfect thank you so much for your help.
[AGENT][POSITIVE] Oh, you're welcome. Any other questions, [PII], I could help with today?
[CUSTOMER][POSITIVE] No, that'll do it thank you.
[AGENT][POSITIVE] Oh, you're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.