AccountId: 011433970860
ContactId: 69b13071-93bc-46d7-9b2c-5901887b33b2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167630 ms
Total Talk Time (AGENT): 85567 ms
Total Talk Time (CUSTOMER): 39926 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/69b13071-93bc-46d7-9b2c-5901887b33b2_20250219T15:47_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I was calling to verify patients eligibility benefits and see if I can get a fax.
[AGENT][POSITIVE] Sure, I'll be more than happy to help you with the eligibility and the benefits and the facts back. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm it's gonna be [PII] contact number [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Mhm. It's gonna be 02467534.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it's [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And I am showing the policy is active. It's been effective since [PII].
[AGENT][NEUTRAL] And let me see what type.
[AGENT][NEUTRAL] Now, when you said you wanted a fax, are you saying like a fax bag, like a dental fax bag?
[CUSTOMER][NEUTRAL] But that's
[CUSTOMER][POSITIVE] Yes ma'am, uh, the benefit right now.
[AGENT][NEUTRAL] OK, hold on, because this policy number is for his medical policy. Let me give you the dental policy number.
[CUSTOMER][NEUTRAL] OK, yes, ma'am.
[AGENT][NEUTRAL] So it's 231-6469.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me go to that policy. Hold on one second.
[AGENT][NEUTRAL] Let's see what type of policy he has.
[AGENT][NEUTRAL] OK, so on the fax back, you'll see the calendar year max, deductible, the percentages, um, all of the frequencies, the ways to file a claim, exclusions, and then there's a list of covered codes. If the code you're looking for is not on this list, it wouldn't be covered by the policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's a good fax number for you?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] And should I put attention, [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, that was [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Alright, I'll go ahead and send this over to you now. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] That'll be it.
[AGENT][POSITIVE] Alright, well thank you for calling [PII]. I hope you have a great week.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] You're welcome thank you bye bye.