AccountId: 011433970860
ContactId: 7366858d-8a98-48d4-8b53-5909c4570b71
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 335410 ms
Total Talk Time (AGENT): 88636 ms
Total Talk Time (CUSTOMER): 77001 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/7366858d-8a98-48d4-8b53-5909c4570b71_20250318T16:15_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi how are you? I just wanted to check if we are in network with the patient's plan and also get a breakdown of benefits.
[AGENT][POSITIVE] I'll be happy to assist with benefits. May I have your first name please?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][POSITIVE] [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Policy number is 02502130.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII].
[AGENT][NEUTRAL] And were you needing a fax back breakdown of the benefits?
[CUSTOMER][POSITIVE] Um, yes, if you could do that, that would be great.
[AGENT][NEUTRAL] Now with this policy there is no network patient can see any provider that they choose and we go by UCR.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It looks like my fax back is not coming up. Um, is, is there a way I can email this to you?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Alright, one moment, let me see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, what's your email address?
[CUSTOMER][NEUTRAL] It's gonna be [PII], the word [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So, [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] yep.
[AGENT][POSITIVE] Alright, I've sent that. You should receive that shortly.
[CUSTOMER][NEUTRAL] And on there does it give um is the claims mailing address and the payer and all that's on there as well?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, is the patient's history on there like if she's eligible for a full mouth series or an um a limited exam, will that be on there?
[AGENT][NEUTRAL] Um, her history is not on there, but she doesn't have any history. She hasn't used any of her benefits.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] No history.
[CUSTOMER][NEUTRAL] OK, and you said there's no network participation goes by UCR.
[CUSTOMER][NEUTRAL] OK, and the rest of the breakdown will be in the email then, right?
[AGENT][NEUTRAL] Yes, if you don't see a code listed, then it means it's not covered and also be advised that she is still under her waiting period. It'll be up [PII] of this year.
[CUSTOMER][NEUTRAL] [PII]. OK, I got the email, [PII], but um there's nothing attached.
[AGENT][NEUTRAL] I guess that would help.
[AGENT][NEUTRAL] Alright, so.
[AGENT][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] Do it over the phone if you want whatever is easier it doesn't matter.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I forgot to attach it. I've, I've sent it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright perfect got it thank you.
[AGENT][NEUTRAL] Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] Nope.
[AGENT][POSITIVE] Thank you for calling APL and you have a good day.
[CUSTOMER][NEUTRAL] OK bye.