AccountId: 011433970860
ContactId: 8e56e64e-e7b5-4a4e-8fbb-4f1312979588
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 251330 ms
Total Talk Time (AGENT): 128199 ms
Total Talk Time (CUSTOMER): 78336 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/8e56e64e-e7b5-4a4e-8fbb-4f1312979588_20250625T16:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm calling to verify patients benefits and figure out what their fee schedule is and their claims mailing addresses.
[AGENT][NEUTRAL] OK, yeah, I could check those benefits, get that information for you, um, what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, and then [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] It's 616-012.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] Alright and then uh if you would, can you verify the uh name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][POSITIVE] Perfect, thank you so much for verifying that. Uh, so of course this policy is active. Effective date was [PII], and of course I am more than welcome or, uh, happy to answer any questions you have over the phone, uh, but I can also send you a fax back that shows all of the covered procedures and benefit information if you'd like.
[CUSTOMER][NEUTRAL] So our fax machine is down um or I would request to fax back.
[AGENT][NEUTRAL] Oh,
[AGENT][POSITIVE] No worries, no worries, I could just go over all of that with you just a moment.
[AGENT][NEUTRAL] OK, so this policy, uh, it pays a just a set dollar amount per covered procedure, um, so if you had specific procedures, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You wanted me to look at I can give you that information.
[CUSTOMER][NEUTRAL] No, I actually need like the what the fee schedule is and the insurance company.
[CUSTOMER][NEUTRAL] Um, and the mailing address?
[AGENT][NEUTRAL] Yeah, it would
[AGENT][NEUTRAL] Sure, so that would just be uh uh it would be through APL um I do have the I have a mailing address, fax number and a pair ID I can give you.
[CUSTOMER][NEUTRAL] OK, yeah
[AGENT][POSITIVE] Alrighty let me know when you're ready.
[CUSTOMER][NEUTRAL] So what was the fee schedule?
[AGENT][NEUTRAL] So it is through American Public Life. They all have this is quite an older um policy so each covered procedure has a specific dollar amount that the benefit would pay. So for example, uh, periodontic oral evaluation.
[CUSTOMER][NEUTRAL] No, I mean.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Yes, no, no, no, you're fine. I just mean like, so our, our computers we have like Humana has like the Humana fee schedule um.
[AGENT][NEUTRAL] It would just be through APL it's American Public Life.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] He's an American Public Life.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, that's fine, and you can go ahead with the uh payer ID.
[AGENT][NEUTRAL] Pay ID is 60801.
[CUSTOMER][NEUTRAL] OK, and the fax number?
[AGENT][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and that mailing address?
[AGENT][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] And those first five letters [PII].
[AGENT][NEUTRAL] Uh, the zip code, it was [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK alright thank you so much it's all I needed.
[AGENT][POSITIVE] Alright, well I appreciate you giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Bye.