AccountId: 011433970860
ContactId: 8a6265eb-96a4-4584-83cc-f0daed9fdc1c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 284700 ms
Total Talk Time (AGENT): 111806 ms
Total Talk Time (CUSTOMER): 98485 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/8a6265eb-96a4-4584-83cc-f0daed9fdc1c_20250116T18:43_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling ATL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I wanted to find out benefit information for a patient.
[AGENT][POSITIVE] OK, yeah, I'd love to help you with some benefits today, Ms. [PII]. Do you mind if I get a good call back number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. And what's the member's policy number?
[CUSTOMER][NEUTRAL] It is 01777823.
[AGENT][POSITIVE] Perfect, thank you.
[AGENT][POSITIVE] And let me get that policy pulled up for you.
[AGENT][NEUTRAL] All righty. And would you be able to verify for me, please, your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, first name is [PII], last name [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Perfect. I do see him here and are you wanting a fax pack sent to you?
[CUSTOMER][NEUTRAL] Um, does the fax back include, is it like per code or it's categorized?
[AGENT][POSITIVE] It's comprehensive.
[CUSTOMER][NEUTRAL] OK, um, just.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I'm sorry, it's both, so it'll be, it'll be broken down into like preventative radiographs, basic, all of that, but every code that is covered on the patient's policy is on there, so if the code's not listed, it's not covered.
[CUSTOMER][NEUTRAL] Yes, sorry.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK perfect and what about the history, the patient's history?
[AGENT][NEUTRAL] OK, yeah, I can, um, I'll have to do history verbal for you, but let me get this, um.
[AGENT][POSITIVE] Facts back put together real quick and at least working towards getting your way.
[CUSTOMER][NEUTRAL] OK, no problem, and how long does it usually take to come my side?
[AGENT][NEUTRAL] Um, uh, typically anywhere between 5 to 15 minutes with the fax machine, but I send it automatically.
[CUSTOMER][POSITIVE] OK, great.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] What is, are you gonna want that made attention to yourself, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, perfect. And
[AGENT][POSITIVE] Perfect. What is a great fax number I can send that to for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, perfect. I'm hitting send on that right now, so it should be coming your way pretty quick. And then I will look at history with you.
[AGENT][NEUTRAL] All right, um, history should be pretty easy. Um, we've only had
[AGENT][NEUTRAL] 3 procedures done.
[AGENT][NEUTRAL] Um, on
[CUSTOMER][NEUTRAL] Well, I, I was asking specifically in rega in regards to an SMX or panel, is there any history for that one?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yeah. OK.
[CUSTOMER][NEUTRAL] And then from the yearly max have they used anything or met their deductible?
[AGENT][NEGATIVE] No, they have not had anything for this uh current calendar year.
[CUSTOMER][NEUTRAL] OK, so it's OK, yeah, he answered my next question. It's the calendar year and the effective date. I know this might be on the facts, but I just wanna ask now.
[AGENT][NEUTRAL] No worries. The effective date is [PII].
[CUSTOMER][NEUTRAL] OK, so that um means there's no waiting periods, right?
[AGENT][NEUTRAL] Um, for this plan, no, he shouldn't have to wait for anything.
[CUSTOMER][NEUTRAL] Mhm and then um.
[CUSTOMER][NEUTRAL] I think that should be all I guess the rest I'll get from the fax.
[AGENT][POSITIVE] Perfect and then is there anything else I can do for you my friend?
[CUSTOMER][NEUTRAL] Um, no, OK, well, quick question, prep date or seat date?
[AGENT][NEUTRAL] Either or as long as it's not twice.
[CUSTOMER][NEUTRAL] OK, either or.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][POSITIVE] OK, I think that should be all thank you so much enjoy the rest of your day.
[AGENT][POSITIVE] Yeah, it's my pleasure. Yeah, you too, [PII]. Thank you for calling API you have such a wonderful day.