AccountId: 011433970860
ContactId: ae829add-2281-4bf3-9a9e-fbfe993f94f2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138869 ms
Total Talk Time (AGENT): 36909 ms
Total Talk Time (CUSTOMER): 68769 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/ae829add-2281-4bf3-9a9e-fbfe993f94f2_20250107T15:15_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with Redemption Orthodontics. I'm actually calling to verify some specific insurance info on behalf of our patient. Can you help me with that one?
[AGENT][POSITIVE] I'd be happy to assist with eligibility, um, [PII] if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Sure, that's going to be [PII] with no extension.
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Um, yeah, policy number is going to be one second 01907688, and this will be for um subscriber [PII] with a date of birth of [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active, effective date is [PII].
[AGENT][NEUTRAL] And were you needing a fax back breakdown of the benefits?
[CUSTOMER][NEUTRAL] Um, no, I just need, I just have a few, um, specific questions here on my end if you don't mind.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, awesome. I wanted to check is there any ortho coverage for this patient from an out of network provider?
[AGENT][NEUTRAL] No, no Ortho.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] Um, I wanted to check as well, um, does it have any or coverage for e-network providers?
[AGENT][NEGATIVE] Ortho's not covered at all.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, perfect. And yeah, I think that sums up everything here. What's your name again, ma'am?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Correct me if I'm wrong, that's gonna be [PII]
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK perfect and [PII], can I get the reference number of this phone call?
[AGENT][NEUTRAL] Reference is just my name and today's date and time. Was there anything else I can assist with today?
[CUSTOMER][POSITIVE] Um, yeah, I think that will be all for me. Thank you so much and have a great day. Bye-bye.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.