AccountId: 011433970860
ContactId: 7286bdfa-117c-48cc-b6bb-238d65c82fdd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170199 ms
Total Talk Time (AGENT): 49480 ms
Total Talk Time (CUSTOMER): 56580 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/7286bdfa-117c-48cc-b6bb-238d65c82fdd_20250219T13:29_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I am calling to verify if the patient is um still active, um, and I have a couple of questions about his plan.
[AGENT][NEUTRAL] OK. Do you have a phone number I can get in case we get disconnected, I can call you back?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes ma'am one moment.
[CUSTOMER][NEUTRAL] 01691413
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what's that patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you had some questions about the policy?
[CUSTOMER][NEUTRAL] Yes, first I wanna verify that he's still active and I would also like to know his remaining max.
[AGENT][NEUTRAL] OK, I can look that up for you. The effective date is [PII]. Policy is active and any benefits given over the phone is not a guarantee of payment. Let me see how much he has left.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] He hasn't used anything for this year and has not met the deductible.
[CUSTOMER][NEUTRAL] OK, um, so is this full maximum 1500?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and I just wanna verify that for oral surgery, um, the insurance covers 40%?
[AGENT][POSITIVE] That is correct, yes, ma'am.
[CUSTOMER][NEUTRAL] And restorative is 80.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And does American Public Life has its own fee schedule or is it combined with another?
[AGENT][NEUTRAL] It's not a fee schedule and it does not have a provider's list.
[CUSTOMER][NEUTRAL] OK, is this UCR fees?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Alright, you have answered all of my questions. Thank you so much for your help.
[AGENT][POSITIVE] Thank you, [PII], for calling APO. You have a good day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Mhm, bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.