AccountId: 011433970860
ContactId: 7a27ff3e-9b8a-4e42-803f-8a9596ec448b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162320 ms
Total Talk Time (AGENT): 41202 ms
Total Talk Time (CUSTOMER): 84181 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/7a27ff3e-9b8a-4e42-803f-8a9596ec448b_20250611T15:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is. How can I help you?
[CUSTOMER][NEUTRAL] I'm sorry, what was your name again?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], hi [PII], my name is [PII]. I'm calling from Doctor [PII] office, and I had um a couple questions about my patient's fax verification of benefits.
[AGENT][NEUTRAL] OK. Do you have the good callback number, [PII], and I can help you with looking at those benefits.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the policy number for that patient?
[CUSTOMER][NEUTRAL] That is 02619366.
[AGENT][NEUTRAL] And patient name and date of birth.
[CUSTOMER][NEUTRAL] That is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK. And how can I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So, um.
[CUSTOMER][NEUTRAL] Like the letters under the limitation um and there's no explanation for those so I don't know what any of those are supposed to mean or any of the other codes as well.
[CUSTOMER][NEUTRAL] Is there waiting periods for any of these services?
[AGENT][NEUTRAL] Um, there's no waiting period. Let me pull up our facts back, um.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I you right here.
[AGENT][NEUTRAL] OK. OK. And yes, what else can I help with?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] OK, no, no waiting on any, any of the procedures?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Is that OK? Alright, and the exam and X-rays are covered at, is it 100% or 80%?
[AGENT][NEUTRAL] Um, exams and X-rays are covered as um preventative.
[AGENT][NEUTRAL] So it lists um category of events.
[CUSTOMER][NEUTRAL] OK, so the rate.
[AGENT][NEUTRAL] Um, on the second page.
[AGENT][NEUTRAL] Those codes are preventative and then everybody, everything else is basic.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So, OK, and OK, and so that, yeah, so the panorex was like I said, yeah, down under fillings and like I said with the M and I didn't know exactly what that was supposed to mean. So, OK, so pan is basic, OK.
[CUSTOMER][NEUTRAL] All right, and the deductible does come out of that, would that be correct?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] Under the base OK alright thank you.
[AGENT][NEUTRAL] OK. Anything else I can help with today?
[CUSTOMER][NEUTRAL] That is it.
[AGENT][POSITIVE] OK. Thank you for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you, bye bye.