AccountId: 011433970860
ContactId: 777b2c32-3ace-490c-b21c-104af153c5ad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 276640 ms
Total Talk Time (AGENT): 100345 ms
Total Talk Time (CUSTOMER): 59589 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/777b2c32-3ace-490c-b21c-104af153c5ad_20250604T19:03_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm trying to find out if the patient has any current history or anything used on of for Max.
[AGENT][NEUTRAL] OK, [PII], so you're wanting to verify any accumulation?
[AGENT][NEUTRAL] On a member's policy, is that correct? Yes, I can help you with that. And what is your callback number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] [PII] that's correct.
[AGENT][NEUTRAL] Thank you. And the member's policy number?
[CUSTOMER][NEUTRAL] 608-796.
[AGENT][NEUTRAL] Thank you [PII], one moment while I get the member's information pulled up.
[CUSTOMER][NEUTRAL] You got my insurance.
[AGENT][NEUTRAL] And any information that I do provide will be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] Uh [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. And so you're just needing to see again, what if she has any accumulations for this year, is that correct?
[CUSTOMER][NEUTRAL] Do that and if she has any history that would interfere with anything.
[AGENT][NEUTRAL] OK, I can check the codes once I can check your history.
[AGENT][NEUTRAL] So as of now, she has not used any benefits for this calendar year or me or met the deductibles.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] And what is um the first code that you would like to check?
[CUSTOMER][NEUTRAL] 0150.
[AGENT][NEUTRAL] Uh, last day of service on file is 11-2124.
[CUSTOMER][NEUTRAL] Um, 0120.
[AGENT][NEUTRAL] 131 of 2017.
[CUSTOMER][NEUTRAL] 1110 prophy.
[AGENT][NEUTRAL] 1121, 24.
[CUSTOMER][NEUTRAL] 0274.
[AGENT][NEUTRAL] No history?
[CUSTOMER][NEUTRAL] 0210.
[AGENT][NEUTRAL] 1121 24.
[CUSTOMER][NEUTRAL] my
[CUSTOMER][NEUTRAL] And let's do a 4341.
[AGENT][NEUTRAL] No history.
[CUSTOMER][POSITIVE] OK, alright, that will do it. I appreciate it.
[AGENT][NEUTRAL] OK, alright, well, you're very welcome. So one last thing, [PII], if you will end up filing a claim with us for this member, we do have a portal that you should be able to check claim status in once it's been processed, and the website that you would go to for that is secured. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, [PII]. What was the rest?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] I have a bunch of noise behind me. I was not busy, so they're up here talking.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Uh, I understand. Well, you're welcome, [PII]. So again, if that's all I can help you with, thank you for calling APL and I hope you have a nice day.
[CUSTOMER][POSITIVE] OK, well thank you I appreciate it.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thanks. Bye-bye.