AccountId: 011433970860
ContactId: 7ba0ba43-d679-457b-ab49-ad8e04b03dc6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172860 ms
Total Talk Time (AGENT): 92753 ms
Total Talk Time (CUSTOMER): 54895 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/7ba0ba43-d679-457b-ab49-ad8e04b03dc6_20250115T15:30_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling to verify benefits for a couple of patients.
[AGENT][POSITIVE] OK, I'll be more than happy to assist you with the benefits. And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][POSITIVE] Thank you for that. And is it multiple patients or it's like a family?
[CUSTOMER][NEUTRAL] Uh, it's two patients on the same plan.
[AGENT][NEUTRAL] OK, and may I have the policy number?
[CUSTOMER][NEUTRAL] It's gonna be 019.
[CUSTOMER][NEUTRAL] 91706.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And um you can either verify the policyholder if you want to verify your patient's names and date of birth, whichever you prefer.
[CUSTOMER][NEUTRAL] Um, patient first patient's gonna be [PII]. Last name [PII], date of birth [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Then I'll get him on the way back before time.
[AGENT][NEUTRAL] And then who was the 2nd child or which child was the 2nd?
[CUSTOMER][NEUTRAL] Um, second child is [PII], last name [PII], date of birth [PII].
[AGENT][NEUTRAL] Alrighty and thank you so much for verifying the information. Again, just for the call, all the information provided is a verification of benefits, not a guarantee of payment. So I am showing the policy is active. It's been effective since [PII].
[AGENT][NEUTRAL] And I'm pulling up the benefits now. And then did you have particular questions or about the fax back or would you like a copy faxed to you?
[CUSTOMER][POSITIVE] Oh yeah, if you could fax me that, that would be great.
[AGENT][NEUTRAL] Sure, OK. Um, so on the fax back it'll show the calendar year max deductible, all of the percentages, waiting periods, frequencies, all the ways to file a claim, and then there's a list of covered codes. If the code you're looking for is not on this list, um, it wouldn't be covered by the policy.
[AGENT][NEUTRAL] And what's a good fax number for you, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, it's going to be [PII].
[AGENT][NEUTRAL] Thank you, and should I put attention, [PII]?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] And that's [PII]:30?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Alrighty, so I'm sending this over to you right now. Was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] Nope, that's it.
[AGENT][POSITIVE] Alright, well thank you so much for calling APL [PII]. I hope you have a great day and happy New [PII].
[CUSTOMER][POSITIVE] Thanks [PII] you too.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Mhm OK.