AccountId: 011433970860
ContactId: b9374105-ca26-4e55-b796-ee7a47460216
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 343850 ms
Total Talk Time (AGENT): 99954 ms
Total Talk Time (CUSTOMER): 96877 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/b9374105-ca26-4e55-b796-ee7a47460216_20250312T13:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, Ay. This is [PII]. Yup, I just need extra help for some of the frequency that I need.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you. Um, first, I'll need to go callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Yeah, sure. I see that will be [PII].
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] Yeah. So, policy ID number will be 02596093.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, I'm showing the effective date on this policy was [PII] and the policy is still active. And for a list of the fee scheduling and benefits, I can fax that over to you.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Mhm. All right. So, yup. Can I, I have like 4 calls over the phone? Can I have this one?
[AGENT][NEUTRAL] Um, sure, one moment. Let me pull up the benefits.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Mhm. No problem.
[AGENT][NEUTRAL] OK. Yes, ma'am. And what's the first code?
[CUSTOMER][NEUTRAL] Yeah, I'll need the coverage for the code, um, frequency for the code 0140.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, that's limited to 2 oral evaluation procedures and any combination per calendar year.
[CUSTOMER][NEUTRAL] All right, got it. And can I have the age and frequency for the code 1351?
[AGENT][NEUTRAL] OK, one procedure for every 3 months.
[AGENT][NEUTRAL] And limited to dependent children under the age of [PII].
[CUSTOMER][NEUTRAL] All right, got it. And frequency only for the code 0330?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Limited to 1 X-ray procedure for every 5-year period.
[CUSTOMER][NEUTRAL] All right. Got it. And do you cover the code 9944?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, no, it's not showing up on our list of benefits.
[CUSTOMER][NEUTRAL] And last one, do you cover the code 4355?
[AGENT][NEUTRAL] Um, no, ma'am. I'm not showing that one either.
[CUSTOMER][NEUTRAL] So basically with the major services, you don't cover this one on the policy of the patient, is that correct?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] All right. Can I have the claim address for this one?
[AGENT][NEUTRAL] Um, yes, it's American Public Life.
[AGENT][NEUTRAL] PO Box.
[AGENT][NEUTRAL] 248,950.
[CUSTOMER][NEUTRAL] Hello
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] 73124-8950.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] What is your electronic ID number? That is 8950. Is that correct? No.
[AGENT][NEUTRAL] No, the pay ID is 60801.
[CUSTOMER][POSITIVE] All right. Thank you so much. And uh yup, I think I need every, I have everything I need. And yeah, plus, sorry, do we have missing tooth class and waiting period for this one?
[AGENT][NEUTRAL] No, there isn't.
[CUSTOMER][NEUTRAL] And do you downgrade on the fillings like the code 2393? Do we have downgrades on that?
[AGENT][NEUTRAL] Um, no, ma'am. We don't downgrade.
[CUSTOMER][NEUTRAL] All right. Do we have termination date for this policy?
[AGENT][NEUTRAL] No, I'm not showing one. I'm showing that it's active.
[CUSTOMER][POSITIVE] All right. Got it. And yeah, thank you so much and have a great day. Bye for now.
[AGENT][POSITIVE] OK. Since, since there isn't anything else I can assist you with, [PII], I thank you for calling APL. You have a great day as well. Mm bye.
[CUSTOMER][NEUTRAL] Bye. Bye.