AccountId: 011433970860
ContactId: a3852984-036f-452b-a196-719f53964f4b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221600 ms
Total Talk Time (AGENT): 82255 ms
Total Talk Time (CUSTOMER): 92222 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/a3852984-036f-452b-a196-719f53964f4b_20250425T14:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning, sir. This is [PII]. I'm calling from a demo office in [PII], and we have a patient that's coming in Monday. Uh, she was, she's been a previous previous patient of ours, so I just kind of need to verify if she's still is covered and same insurance information.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, absolutely. What is the policy number?
[CUSTOMER][NEUTRAL] Uh, it's 254-8.
[CUSTOMER][NEUTRAL] 962.
[AGENT][POSITIVE] OK, thank you so much, [PII]. And then do you have a good callback number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Thank you for that. And then what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is uh [PII]. Birthday is [PII].
[AGENT][POSITIVE] Thank you so much. So patient is active. Uh, the effective date on here looks like is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then doesn't look like there's been any plan changes. Do you need to see if they've used anything for the year?
[CUSTOMER][NEUTRAL] Uh, could you, yeah, let's do that. Go ahead.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] All
[AGENT][NEUTRAL] OK, and we're looking for [PII], is that correct? What's been used by her?
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, so she still has a $50 deductible remaining.
[AGENT][NEUTRAL] And it looks like the calendar year remaining amount is left of 750.
[CUSTOMER][NEUTRAL] Oh well we have it wrong in our system because I'm showing a max of 500.
[AGENT][NEUTRAL] I know, and then that's what I was just looking at.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Does she have a rollover of 250 or something if she did well she used them last year because she was seen by a.
[AGENT][NEUTRAL] Yeah, that's true.
[AGENT][NEUTRAL] Right
[CUSTOMER][NEUTRAL] So are are you seeing 500 or 750 for her annual max?
[AGENT][NEUTRAL] So I don't know, on the fax back, it shows 500.
[AGENT][NEUTRAL] And then when I pulled this.
[CUSTOMER][NEUTRAL] OK, we're gonna leave it at that.
[AGENT][NEUTRAL] OK, because I'm like when I pulled it in the system it shows 750, but the plan type hasn't changed.
[CUSTOMER][NEUTRAL] Uh, it's showing 7.
[CUSTOMER][NEUTRAL] Yeah, is the group number still 70092?
[AGENT][NEUTRAL] Yes ma'am, uh huh.
[CUSTOMER][NEUTRAL] OK, all right, and it seems like it's a pretty simple coverage there's just diagnostic preventive.
[AGENT][NEUTRAL] Yes, ma'am. Mhm. Yeah, it's
[CUSTOMER][POSITIVE] And restorative, the basic restorative, yeah, it's just a small plan. OK, yeah, all right, we are gonna leave the 500 because better be safe than sorry and uh I, yeah, I think that's it. Thank you so much. I appreciate it.
[AGENT][NEUTRAL] Uh, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, absolutely.
[AGENT][POSITIVE] OK. You're welcome. Have, have a good day, [PII].
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][NEUTRAL] Bye bye.