AccountId: 011433970860
ContactId: bf2fbd7b-6301-48ee-8809-17a52f907e65
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131740 ms
Total Talk Time (AGENT): 66822 ms
Total Talk Time (CUSTOMER): 36458 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/bf2fbd7b-6301-48ee-8809-17a52f907e65_20250506T19:28_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm just calling to get a benefit breakdown for a patient.
[AGENT][NEUTRAL] OK, well, I can help you with the fax back. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII], uh, phone number is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yeah, the policy number is, um, so it's 50,000002594367.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And uh for the, um, fax back, hold on one moment, it's coming up now.
[AGENT][NEUTRAL] So on the fax back, you'll see the calendar year max deductible, all the percentages, frequencies, exclusions, all the ways to file a claim, and then there's a list of covered codes. If the code you're looking for is not on this list, it wouldn't be covered by the policy.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] All right, and what's a good fax number for you?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And should I put attention, [PII]?
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[AGENT][NEUTRAL] Alright, that's [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Alright, well I'll go ahead and send this over to you now. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Nope, that was it.
[AGENT][POSITIVE] Alrighty, well, thank you so much for calling APL [PII]. I hope you have a good day.
[CUSTOMER][POSITIVE] You as well thank you bye.
[AGENT][POSITIVE] Thank you. You're welcome. Bye bye.