AccountId: 011433970860
ContactId: 7c2a337d-8336-43e7-85fe-566b7c37f5ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186139 ms
Total Talk Time (AGENT): 72321 ms
Total Talk Time (CUSTOMER): 78445 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/7c2a337d-8336-43e7-85fe-566b7c37f5ce_20250106T22:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. I was calling to verify insurance for a patient.
[AGENT][NEUTRAL] OK, I can help you. What's your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], how do you spell your name [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] OK. And is this for service in the doctor's office?
[CUSTOMER][NEUTRAL] A dental office.
[AGENT][NEUTRAL] Dental. OK. What's the policy number?
[CUSTOMER][NEUTRAL] Policy number is 02476147.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, give me one moment to pull up the file.
[CUSTOMER][POSITIVE] Take your time.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, we out of here.
[CUSTOMER][POSITIVE] See you tomorrow. You have a great day, honey.
[AGENT][NEUTRAL] And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII]. Yeah, I need to. I might not work on Friday if I don't. Oh, she, she just got here.
[AGENT][NEUTRAL] OK, thank you. So I show the policy effective date is [PII]. Uh, this policy is active at this time, and, uh, [PII], do you want the schedule faxed to you?
[CUSTOMER][NEUTRAL] See that.
[CUSTOMER][POSITIVE] Actually that would be great.
[AGENT][NEUTRAL] OK, what is that fax number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Or is it 7 is it [PII] thanks.
[CUSTOMER][NEUTRAL] I'm sorry, [PII].
[AGENT][NEUTRAL] [PII]. OK, so I don't show any claims for this patient for this year.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And the schedule will include it's about 4 pages including the cover, uh, the, the calendar year max, uh, the deductible information, the frequencies, common limitations, exclusions, um, it'll list each procedure code that's covered by the policy.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Is the is it $500?
[AGENT][NEUTRAL] It's $500 per calendar year and then it's a $50 deductible that applies towards basic only.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I think everything else is perfect. All right, I'll wait for that email and um I appreciate you thank you so much.
[AGENT][POSITIVE] Oh, you're welcome. You should receive it within the next 5 to 7 minutes, and if no other questions, [PII], thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][NEUTRAL] Bye bye.