AccountId: 011433970860
ContactId: ba99dc9c-fefe-4ad3-ae92-27c4078794cd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 251350 ms
Total Talk Time (AGENT): 111959 ms
Total Talk Time (CUSTOMER): 72865 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/ba99dc9c-fefe-4ad3-ae92-27c4078794cd_20250219T17:13_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey, um, I need to verify a patient's insurance.
[AGENT][NEUTRAL] OK, I can verify eligibility for you and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Uh, it's gonna be 607-926.
[AGENT][NEUTRAL] OK, let's see well.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Mhm, um, area code [PII].
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. His date of birth is [PII].
[AGENT][NEUTRAL] OK, and this is for dental?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. Uh, show his effective date is [PII], and he is active on the policy.
[CUSTOMER][NEUTRAL] Alright, um, and then can you tell me his max benefit and if he's used any.
[AGENT][NEUTRAL] See, um, not a guarantee of payment, just a verification coverage. He has a benefit max up to $1000 per year and a $50 deductible that is applied to everything but exam and pro fee.
[AGENT][NEUTRAL] But I do not show he's used any benefits or met that deductible for the year.
[CUSTOMER][NEUTRAL] OK, um, do you know if he has any endedonic coverage?
[AGENT][NEUTRAL] Uh, well, the policy pays by our fee schedule, uh, and I do believe Indo is on the schedule. I can send you a fax back if you like.
[CUSTOMER][NEUTRAL] Uh, that's all right. Is there a percentage?
[AGENT][NEUTRAL] Uh, it doesn't pay a percentage, it just pays the exact amount that's on the schedule.
[CUSTOMER][NEUTRAL] Got you OK um and then are there any frequency limits for that?
[AGENT][NEUTRAL] Uh, for
[AGENT][NEUTRAL] Ando?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, let me see. Any particular codes?
[CUSTOMER][NEUTRAL] Uh, yeah, you can do.
[CUSTOMER][NEUTRAL] 3330.
[AGENT][NEUTRAL] 3330.
[AGENT][NEUTRAL] Um, no, I don't show, oh wait, a root canal?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Well, I don't see a frequency on it.
[CUSTOMER][NEUTRAL] OK, got you, and no waiting periods?
[AGENT][NEUTRAL] Uh, he's already passed his waiting period.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and then, um, I have his group number as 617-387. Is that correct?
[AGENT][NEUTRAL] Uh, I'm showing LA 0020.
[CUSTOMER][NEUTRAL] OK, and then y'all's claim mailing address I have [PII].
[AGENT][NEUTRAL] Uh, the mailing address has changed, so I can give you the current address when you're ready, Ms. [PII].
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Can you give me that area code one more time?
[AGENT][NEUTRAL] I'm sorry, say again.
[CUSTOMER][NEUTRAL] Can you give me that area code, uh, one more time, uh, that zip code, sorry.
[AGENT][NEUTRAL] Uh yes, ma'am.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, perfect, alright, that is all I need thank you.
[AGENT][POSITIVE] Uh, yes, ma'am. Thank you for calling APL. Have a great rest of your day, Ms. [PII].
[CUSTOMER][NEUTRAL] OK. You too. Bye-bye.
[AGENT][NEUTRAL] Bye.