AccountId: 011433970860
ContactId: bc9ec610-11dc-42cc-987b-b8a6c45c9d6f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173940 ms
Total Talk Time (AGENT): 95792 ms
Total Talk Time (CUSTOMER): 44449 ms
Interruptions: 2
Overall Sentiment: AGENT=2.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/bc9ec610-11dc-42cc-987b-b8a6c45c9d6f_20250415T19:27_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I need to get a fax of a patient's benefits and then I also need to know if their deductible has been met.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the fax back and the deductible. And may I have your name and a good contact number, um, if in case we're disconnected, sorry.
[CUSTOMER][NEUTRAL] Uh, [PII] and it's [PII].
[AGENT][NEUTRAL] Thank you for that, and [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, it's 608-1887.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you, can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment and
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Let me see. So the policy has been active since [PII]. Let me see if she's met the deductible for this year. Hold on one moment.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so so far for this year, she has not met the deductible or used any of the max, um.
[AGENT][NEUTRAL] And then for the fax back, what's a good fax number for me to send it to for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And should I put attention, [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am and if you don't mind, um, what is her, what, what is her deductible?
[AGENT][NEUTRAL] OK, and that was
[AGENT][NEUTRAL] So the deductible is $50 per calendar year, up to $150 per person, and the calendar year max is $1000 per calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And then just to make sure I have the fax number correct, it's [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alrighty, well, I will go ahead and send this over to you now. Um, so you'll see the calendar year max deductible, all the frequencies, limitations, all the ways to file a claim, and then there's a list of covered codes and the amount that will be applied to that code. If the code you're looking for is not on this list, it wouldn't be covered by the policy.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No ma'am, that's it.
[AGENT][POSITIVE] Alright well thanks for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.