AccountId: 011433970860
ContactId: 6bb85d98-21b1-4f0e-a0e0-8c20d76cfbc6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 370320 ms
Total Talk Time (AGENT): 116017 ms
Total Talk Time (CUSTOMER): 165300 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/6bb85d98-21b1-4f0e-a0e0-8c20d76cfbc6_20250210T16:34_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] Hello, [PII]. This is [PII]. I just wanted to check if this patient is still active.
[AGENT][POSITIVE] it would be my pleasure to assist you with eligibility. May I ask your name?
[CUSTOMER][NEUTRAL] Mhm. It's [PII]
[AGENT][NEUTRAL] [PII], thank you, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] Mhm. Sure. Callback number I have here [PII].
[AGENT][NEUTRAL] Thank you [PII] what is the policy number for the patient?
[CUSTOMER][NEUTRAL] You're welcome. I mean, um, uh, member ID?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, yeah, I have here.
[CUSTOMER][NEUTRAL] OK. Let me just double check just to make sure.
[CUSTOMER][NEUTRAL] OK. I have here 583-851-395.
[AGENT][NEUTRAL] Now that is not our policy number. Could that be a social?
[CUSTOMER][NEUTRAL] Mm, let me just check here.
[CUSTOMER][NEUTRAL] To make sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, it's, oh, I don't have any social security as well.
[AGENT][NEUTRAL] Do you have an APL ID card?
[CUSTOMER][NEUTRAL] 00, sorry?
[AGENT][NEUTRAL] An APL ID card.
[CUSTOMER][NEUTRAL] Let me just check here for the documents.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK, fine.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] If not.
[AGENT][NEUTRAL] [PII], we can do a name search and I'll be happy to search by name if you don't have the other information.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Oh yes, please. Thank you so much, [PII].
[AGENT][POSITIVE] Oh, what is my, my pleasure, [PII]. What is that last name, please?
[CUSTOMER][NEUTRAL] For the last name, it's uh [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And first name?
[CUSTOMER][NEUTRAL] First name, it's [PII]. I'm so sorry. Uh, let me just correct myself for this. Oh, let me just,
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I'm checking for [PII] and we don't have one listed. Is it for APL?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For APL. And I'm so sorry for the last name. It's only, it's one, it has one [PII] only for VIL.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, let me try that.
[AGENT][NEUTRAL] And first name [PII]. Is this for dental?
[CUSTOMER][NEUTRAL] Yes, for dental.
[AGENT][NEUTRAL] Uh, I think I might have found and what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Uh, last, I mean, date of birth?
[AGENT][NEUTRAL] Yes, ma'am, please.
[CUSTOMER][NEUTRAL] Mhm. It's [PII].
[AGENT][POSITIVE] All right, thank you. I do have a [PII] in the beginning.
[AGENT][NEUTRAL] Let me provide the correct policy number for you.
[CUSTOMER][NEUTRAL] Finally.
[CUSTOMER][NEUTRAL] Oh, yes, please.
[AGENT][NEUTRAL] His policy ID number is 179.
[AGENT][NEUTRAL] 7640.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] 1640. OK. Got it. Thank you so much, [PII].
[AGENT][POSITIVE] My pleasure. And the effective date on the policy is [PII] and current.
[CUSTOMER][NEUTRAL] Mm, OK. And um let me just
[CUSTOMER][NEUTRAL] How about um use and this plan is active, right?
[AGENT][NEUTRAL] It is active.
[CUSTOMER][POSITIVE] OK. Thank you so much. And
[CUSTOMER][NEUTRAL] How about used amount from its maximum benefits and the deductible? Is there any used amount?
[AGENT][NEUTRAL] For 2025. Let me check that for you and also if you would like, I do have.
[AGENT][NEUTRAL] A fax that I can provide to you.
[AGENT][NEUTRAL] With the with the policy information.
[CUSTOMER][NEUTRAL] Oh, yes, no need.
[CUSTOMER][NEUTRAL] Thank you so much. OK. Uh, for, uh, the other information, the only information I need for this patient's plan is uh the, the used amount from its benefits for the maximum and the deductible.
[AGENT][NEUTRAL] OK, thank you, and I can help you with that. As of right now, [PII] has used $156 of the calendar year max. He has not satisfied his deductible.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much. And just to make sure, no or coverage for this, uh, patient's plan, right?
[AGENT][NEUTRAL] Let me verify that.
[AGENT][NEUTRAL] That is correct. No or coverage.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect. Thank you so much, [PII]. And I'm all set for this patient plan. I appreciate your help. Thank you so much.
[AGENT][POSITIVE] It's been my pleasure to assist you today, [PII]. Thank you for calling APL. Hope you have a wonderful day.
[CUSTOMER][POSITIVE] Yes, uh, thank you so much, [PII]. Bye.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] OK.