AccountId: 011433970860
ContactId: 88537728-2bb5-4bc9-85ef-294284ceeaf0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 331790 ms
Total Talk Time (AGENT): 107530 ms
Total Talk Time (CUSTOMER): 111903 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/88537728-2bb5-4bc9-85ef-294284ceeaf0_20250210T20:44_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey, [PII]. This is [PII] and check for patients eligibility and benefits. I need plan benefit for patient.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And can you spell that for me?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Hold on just a moment, [PII]. I'm sorry, my pen quit writing.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] You have a phone number I can get in case we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes. Patient policy number is 2013718.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment please.
[CUSTOMER][NEUTRAL] Thank you [PII], hold on one moment please. Mhm.
[AGENT][NEUTRAL] And what's that patient's name?
[CUSTOMER][NEUTRAL] Patient name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you, [PII], and you were just needing benefits?
[CUSTOMER][NEUTRAL] Yes. For this patient, I need full benefit breakdown.
[CUSTOMER][NEUTRAL] Uh, can we start with effective date of plan?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I can help you with that. Do you want them over the phone or would you like a fax back?
[CUSTOMER][NEUTRAL] Uh, ma'am, I have a full benefit. I need only cross-check if I have same benefits, so I don't need the facts. So if, can you check with me, cross-check my form?
[AGENT][NEUTRAL] OK, the effective date is [PII].
[AGENT][NEUTRAL] Any benefits given over the phone is not a guarantee of payment?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. Group name and group number?
[AGENT][NEUTRAL] Group number is 20,390.
[AGENT][NEUTRAL] It is Universal Trucking.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Boyd Brothers.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you very much. And annual max and individual and family deductible?
[AGENT][NEUTRAL] The annual maximum is 1500.
[AGENT][NEUTRAL] The deductible is $50.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] On everything except for preventative.
[CUSTOMER][NEUTRAL] OK. And
[AGENT][NEUTRAL] Family deductible would be 150.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is there any use in Metamo?
[AGENT][NEUTRAL] Hold on just a moment, I can check for you.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEGATIVE] She has not met any of the maximum or met the deductible.
[CUSTOMER][POSITIVE] Thank you so much, ma'am. And uh uh is there a, a patient uh will apply the missing tooth cloth?
[AGENT][NEGATIVE] I didn't understand the question.
[CUSTOMER][NEUTRAL] Uh, is there any missing tooth cloth and waiting period?
[AGENT][NEGATIVE] There is a missing tooth claws. They've already met the waiting period.
[CUSTOMER][POSITIVE] OK. Thank you so much. I have the all benefits. And what's the preventative history of this patient?
[CUSTOMER][NEUTRAL] FMX plan of vitamin prophy examine fluoride.
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] See the exam.
[AGENT][NEUTRAL] And prophy.
[AGENT][NEUTRAL] Was [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The last fight wing was [PII].
[CUSTOMER][NEUTRAL] Sorry, can you repeat one?
[AGENT][NEUTRAL] 14 of 24.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's all I see. What else were you needing?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] FMX by now.
[AGENT][NEUTRAL] I do not see one.
[CUSTOMER][POSITIVE] OK. Thank you so much, ma'am. Thank you. Ma'am, I have all the benefits of this patient. Is there any changes to last year or this year?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][POSITIVE] Thank you so much, ma'am. May I have your name, please?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] OK. Thank you, [PII]. And what's the call reference number?
[AGENT][NEUTRAL] We do not have call reference numbers. You can use my name in today's date.
[CUSTOMER][POSITIVE] OK. Thank you so much, [PII], for patience. Thank you so much for helping me out. That's all for today.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] Same to you, ma'am. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Yup.