AccountId: 011433970860
ContactId: 80aea811-db16-461f-8310-1d0f2a8fa615
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 523109 ms
Total Talk Time (AGENT): 104393 ms
Total Talk Time (CUSTOMER): 101440 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/80aea811-db16-461f-8310-1d0f2a8fa615_20250327T15:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, hi, sorry. This is [PII]. I'm calling you from provider office. I'm checking the eligibility and benefit discussion.
[AGENT][NEUTRAL] OK, I can help you with eligibility and benefits. [PII], can I please get your callback number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Mhm. The callback number I have is [PII]. This is direct line?
[AGENT][NEUTRAL] And what is the name of the facility, sir?
[CUSTOMER][NEUTRAL] It is uh Steven [PII].
[AGENT][NEUTRAL] OK, and can you give me the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] It is 183.
[CUSTOMER][NEUTRAL] 6257.
[CUSTOMER][NEUTRAL] And the patient name I have is [PII], [PII].
[AGENT][NEUTRAL] OK, and can you um repeat that policy number for me one more time, please?
[CUSTOMER][NEUTRAL] Sure, sure. I have, it is.
[CUSTOMER][NEUTRAL] 1836257.
[AGENT][NEUTRAL] OK, let me look up that policy real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. His effective date is [PII]. And if you can please give me your fax number, I will send you a fax back with the benefit breakdown and fee schedule.
[CUSTOMER][NEUTRAL] I have here only one question for the code, it is D 0 to 10. So the frequency for this, it is 2 times in 12 months or 15 years.
[AGENT][NEUTRAL] OK, so what was that? 0.
[AGENT][NEUTRAL] The procedure number again?
[CUSTOMER][NEUTRAL] Uh, it is FX.
[CUSTOMER][NEUTRAL] Yeah, it is D 0210.
[AGENT][NEUTRAL] OK, let me look at his fee schedule real quick.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the frequency, it is 15 years or 2 times per month.
[AGENT][NEUTRAL] OK, it's gonna be just a moment while I pull up that.
[AGENT][POSITIVE] Benefit amount.
[CUSTOMER][NEUTRAL] Sure, sure.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] It says that um and this is just to verify benefits, it's not a guarantee of payments a maximum of 1 procedure per 24 months.
[CUSTOMER][NEUTRAL] Mhm. So for the FMAX it is D 0210. It is 124 months.
[AGENT][NEUTRAL] One procedure every 24 months.
[CUSTOMER][NEUTRAL] 1 to 4 months. And then for the uh uh it is your frequency with the uh
[CUSTOMER][NEUTRAL] Uh, it is 0330.
[AGENT][NEUTRAL] OK, let me, let me find that one.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, 0330 is not showing up on the fee uh fee schedule?
[CUSTOMER][NEUTRAL] Mhm. OK, so you can uh send me the benefits, yeah.
[AGENT][NEUTRAL] So when it, it's
[CUSTOMER][NEUTRAL] Send me the benefit on, OK? So I have here a fax number, so tell me when you are ready.
[AGENT][POSITIVE] Yes, I'm ready for the fax number.
[CUSTOMER][NEUTRAL] OK, the fax number is 215.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I um get that fax ready for you and I'll be right back.
[CUSTOMER][NEUTRAL] OK, so how long will it take time or just a few minutes?
[AGENT][NEUTRAL] I'm gonna get the fax ready to send to you when I come back I'll let you know it's been sent.
[CUSTOMER][NEUTRAL] Mhm. Uh, do you want me to repeat it once again for the fax number or no?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Yes, yes, correct. Thank you.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me, [PII]. I have that fax on its way to you now.
[CUSTOMER][POSITIVE] Oh, OK. Thank you for this, OK. And have a good day for you and bye for now.
[AGENT][POSITIVE] Bye-bye. You have a good day also and thank you for calling ATL.
[CUSTOMER][NEUTRAL] You're the same bye bye.