AccountId: 011433970860
ContactId: 6a10b3e3-1019-45ea-b4fb-517327fbd1d2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121599 ms
Total Talk Time (AGENT): 44449 ms
Total Talk Time (CUSTOMER): 66722 ms
Interruptions: 0
Overall Sentiment: AGENT=3.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/6a10b3e3-1019-45ea-b4fb-517327fbd1d2_20250305T13:57_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] Hi [PII], my name is [PII] and um I am with the provider's office. um I've just got a couple of specific questions about a patient's policy. I just received the fax, but I just wanted to verify a couple of things.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the policy, and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, it's 025.
[CUSTOMER][NEUTRAL] 82695.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Um, yes, it's Ever [PII] and it is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And then what questions did you have in reference to the policy?
[CUSTOMER][NEUTRAL] Um, how does it run? Does it run based off her effective date or is it just like calendar year?
[AGENT][NEUTRAL] Um, hold on one moment, I'm pulling up the policy now, but I believe it, yeah, it's calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and does she have any kind of waiting periods?
[AGENT][NEUTRAL] Um, no, the policy doesn't cover major expenses, um, which has the waiting period.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] OK, just wanna make sure basic didn't, so we just wanted to double check that for her um and then so I got the benefits so I'm assuming everything that's listed on here are the covered codes anything not listed is not covered.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Correct. Yes, ma'am.
[CUSTOMER][NEUTRAL] So I just wanna triple check you guys do have posterior resins on here you guys don't downgrade those.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Two amalgams. OK, perfect. Just wanted to triple check. Thank you so much for your help.
[AGENT][POSITIVE] You're welcome, sir. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No ma'am that's it thank you.
[AGENT][POSITIVE] You're welcome thanks for calling APL have a great day.
[CUSTOMER][NEUTRAL] You too hon bye bye.
[AGENT][POSITIVE] Thank you, bye bye.