AccountId: 011433970860
ContactId: 9960f2b6-e2f5-49f5-8aa8-2c371d7932c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178990 ms
Total Talk Time (AGENT): 71521 ms
Total Talk Time (CUSTOMER): 57146 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/9960f2b6-e2f5-49f5-8aa8-2c371d7932c2_20250407T16:02_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling to get a benefit breakdown for this patient.
[AGENT][NEUTRAL] OK, [PII], I can help you with benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] It is um 02584554.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] and the last name is spelled [PII] um OK.
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] OK thank you
[AGENT][NEUTRAL] OK, this is not a guarantee of payment, just a basic outline of the policy. The effective date is [PII].
[AGENT][NEUTRAL] Um, I can send a fax back that has the entire outline of the benefits or we can go through them on the phone, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, if you could fax that to me that'd be great. um, does the, I know that the patient doesn't have they don't have major basic coverage, right?
[AGENT][NEUTRAL] Um, let's see, they have.
[CUSTOMER][NEUTRAL] How
[AGENT][NEUTRAL] Uh, there's no, uh, major coverage. They do have some basic coverage. There's certain things that are covered underneath it, um, but it's, it is limited.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What, what, uh, is the percentage for basic and what is covered under that?
[AGENT][NEUTRAL] Um, so basic is 80% after a $50 deductible.
[AGENT][NEUTRAL] And then we, we have a list of codes that are listed under there's several codes listed under basic.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Like amalgam one surface, and like fillings, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Main thing is so I can send you the fax back which will have all that information on it.
[CUSTOMER][NEUTRAL] Yeah, do you wanna just uh do that and I can um I can grab the information from there.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, uh, what's your facts?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And put that to your attention.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'll get that faxed over. It should just take about 2 minutes.
[CUSTOMER][POSITIVE] Thank you so much I appreciate it.
[AGENT][POSITIVE] OK, thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye.