AccountId: 011433970860
ContactId: 7c42fac1-9c01-4fbc-bd09-89c837bbf822
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 257369 ms
Total Talk Time (AGENT): 123281 ms
Total Talk Time (CUSTOMER): 95044 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/7c42fac1-9c01-4fbc-bd09-89c837bbf822_20250519T16:43_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, this is [PII] from Doctor [PII]'s office. I was calling to get benefits on a patient.
[AGENT][POSITIVE] All right, [PII], I'm happy to check on benefits for you. Do you have the patient's policy number by chance?
[CUSTOMER][NEUTRAL] It's 031130.
[AGENT][NEUTRAL] Hm, OK. Let me try and pull that up.
[CUSTOMER][NEUTRAL] She says it's a very old policy that she's been having forever, so I'm not sure if it's still even active.
[AGENT][NEUTRAL] All right. Let's see. What is the name and date of birth?
[CUSTOMER][NEUTRAL] [PII] Date of birth is [PII].
[AGENT][NEUTRAL] All right, thank you. And are, are we looking for dental coverage or medical?
[CUSTOMER][NEUTRAL] Yes ma'am, dental.
[AGENT][NEUTRAL] Dental. OK. She does have an active plan with us. It is a different number, uh, policy number. Would you like the active policy number?
[CUSTOMER][NEUTRAL] Please.
[AGENT][NEUTRAL] OK. So it is gonna be 613.
[AGENT][NEUTRAL] 968.
[AGENT][NEUTRAL] And it's been effective since [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and then if you need us to.
[CUSTOMER][NEUTRAL] Can I verify that online anywhere?
[AGENT][NEUTRAL] Um, yeah, I can.
[CUSTOMER][NEUTRAL] Or do I is it call only for verification?
[AGENT][NEUTRAL] Um, yeah, I mean, we just verify over the phone verbally, but as far as I didn't, we can send a fax back if that would be helpful with a breakdown.
[CUSTOMER][POSITIVE] OK, yeah, that'd be helpful too, but like for her future reference, is there a way to just verify online because that just makes it so much easier for us.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, no, unfort we just have, yeah, where you can call to verify benefits unfortunately, we don't have an online, yeah.
[CUSTOMER][NEUTRAL] In house.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I was just double checking, um, yes, if you can definitely send me a breakdown she's coming in for a palliative visit for tomorrow because she has a tooth that's bothering her, so we're gonna do, um.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, probably a, a PA X-ray and a palliative visit and just go from there to see exactly what needs to be done. So, um, for future, uh, appointments it's probably gonna be like a filling or a crown maybe so just anything that you could give me on any of that as well as what she's coming in for tomorrow like a breakdown.
[AGENT][POSITIVE] Yeah, absolutely.
[AGENT][NEUTRAL] Yeah, it'll all, yeah, it'll all be on there as far as um the fee schedule and everything.
[CUSTOMER][NEUTRAL] OK, does she have a maximum?
[AGENT][NEUTRAL] Let's see. Her calendar year maximum is $1000 and it looks like her deductible is $50. Let me see what's been used here.
[AGENT][NEUTRAL] It looks like she has the full amount remaining for the year and the deductible.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then I just need a fax number for you.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, and should I mark that attention to anybody?
[CUSTOMER][NEUTRAL] Um, you could put [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, [PII], give me about 5 minutes and you should have that. Is there anything else I could check for you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, do you have a reference number for today's call?
[AGENT][NEUTRAL] Absolutely. Call reference is my name with my last initial and then today's date. My name again is [PII], that's [PII] and then my last initial is gonna be [PII].
[AGENT][NEUTRAL] Today's date and then today's date.
[CUSTOMER][POSITIVE] Today's date? OK perfect.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right thank you so much I appreciate it.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.