AccountId: 011433970860
ContactId: 728db360-1d17-4d7f-bb5c-cffe788a56c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169720 ms
Total Talk Time (AGENT): 75552 ms
Total Talk Time (CUSTOMER): 44540 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/728db360-1d17-4d7f-bb5c-cffe788a56c1_20250328T17:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I need to get a full breakdown on a patient.
[AGENT][NEUTRAL] Uh, benefit breakdown
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Oh, I could check those benefits. What was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 02521204
[AGENT][NEUTRAL] Alright, and what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] I apologize, [PII]. I think I might have misheard that policy number. Could you repeat that for me?
[CUSTOMER][NEUTRAL] 02501204
[AGENT][POSITIVE] OK, thank you. Sorry about that one moment.
[AGENT][NEUTRAL] OK, and thank you for verifying that information. Uh, so this policy is active. Effective date was [PII], and did you want me to send you, I got a fax back I can send that has all of the covered procedures and benefit information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, uh, what was that fax number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm gonna read that back to make sure I heard that correctly. That was 985359-8884?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Alrighty I will get that sent to you. Did you have any other questions for me?
[CUSTOMER][NEUTRAL] History and all that gonna be on the facts?
[AGENT][NEUTRAL] History is not going to be on the facts back. Um, I can, I can take a look at that really quick though.
[AGENT][NEUTRAL] Alright, uh, we have no history on file for this member.
[CUSTOMER][NEUTRAL] What about missing tooth cloths, waiting period, so if y'all downgrade crowns or fillings.
[AGENT][NEUTRAL] Yes, all of that information will be on there.
[AGENT][NEUTRAL] Um, it does have a missing teeth clause.
[CUSTOMER][NEUTRAL] What about the fee schedule?
[AGENT][NEUTRAL] Uh, so this is, uh, open network it pays a percentage based off of UCR.
[CUSTOMER][NEUTRAL] Gosh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And you said yes sir it was sing tooth cloths.
[AGENT][NEUTRAL] Uh, yes, there's a missing teeth cause.
[CUSTOMER][NEUTRAL] Um, is the claim filing guideline gonna be on there?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, alrighty.
[AGENT][NEUTRAL] Alright, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] That's all.
[AGENT][POSITIVE] Alright, well thanks for calling APO. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you, bye bye.