AccountId: 011433970860
ContactId: c5752ff7-cb34-47e5-82e7-f8edbc5d9109
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132740 ms
Total Talk Time (AGENT): 66472 ms
Total Talk Time (CUSTOMER): 62817 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/c5752ff7-cb34-47e5-82e7-f8edbc5d9109_20250210T14:26_UTC.wav
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[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. I'm just calling to get your insurance verification for a patient. I'm calling from Kingston's Miles.
[AGENT][NEUTRAL] OK, verification as an eligibility and benefits.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, and may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] My name is [PII] contact number [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Um, hold on, 06 I mean sorry, 02061513.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], birthday [PII].
[CUSTOMER][NEUTRAL] It's.
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and I'm showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And did you need a copy of the
[AGENT][NEUTRAL] Fax back sent over you said this was for dental. Hold on one second.
[CUSTOMER][NEUTRAL] For real.
[CUSTOMER][POSITIVE] Yes, for dental if I can get it faxed over, that would be great.
[AGENT][NEUTRAL] OK, and what's a good fax number for you?
[CUSTOMER][NEUTRAL] It is um [PII] when he was like you wanna come over.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Alright, so I'll faxed it over to you. So on the um fax back you'll see the calendar year max, deductible, all the percentages, frequencies, um, all the ways to file a claim and there's a list of covered codes. If the code you're looking for is not on this list, it's not covered by the policy.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] You're very welcome. Well thank you for calling APL. Is there anything else I can help with?
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] All right, well, have a great day.
[CUSTOMER][POSITIVE] You as well thanks.
[AGENT][POSITIVE] Thank you, bye bye.