AccountId: 011433970860
ContactId: ca8c30ad-b19f-4512-b7f3-8da83e207a53
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163419 ms
Total Talk Time (AGENT): 75884 ms
Total Talk Time (CUSTOMER): 47278 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/ca8c30ad-b19f-4512-b7f3-8da83e207a53_20250515T15:43_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, do y'all do fax back?
[AGENT][POSITIVE] Yes, we do.
[CUSTOMER][NEUTRAL] Um, I would need a fax back for a patient of mine.
[AGENT][NEUTRAL] OK, well, I'll be able to help you with the fax back. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII] and.
[CUSTOMER][NEUTRAL] A good phone number is [PII].
[AGENT][NEUTRAL] Thank you for that and the member's policy number?
[CUSTOMER][NEUTRAL] 02514893
[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] It's [PII]. It's [PII] Date of birth [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And um what's a good fax number to send the fax back to?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Alright, so I'm showing the policy has been effective since [PII]. Um, on the fax back, you'll see the calendar year max deductible.
[AGENT][NEUTRAL] Um, all the percentages, frequencies, exclusions, all the ways to file a claim, and then a list of covered codes. If the code you're looking for is not on the fax back, it wouldn't be covered by the policy. And did you want me to check for history or anything?
[CUSTOMER][NEUTRAL] Um, yeah, are there any history, um, on, yeah, for this patient it's gonna affect the frequency?
[CUSTOMER][NEUTRAL] For preventative care.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] So I can give you a list of codes and the last date of service.
[AGENT][NEUTRAL] We don't have like a way to see.
[CUSTOMER][NEUTRAL] OK, that's actually oh.
[AGENT][NEUTRAL] You OK?
[CUSTOMER][POSITIVE] Yeah, that's actually OK if I can just, yeah, if I can just get the fax that'd be great.
[AGENT][NEUTRAL] OK, well, I faxed it over to you, so you should be receiving that shortly, um.
[AGENT][NEUTRAL] And just to confirm, that was [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alrighty. Well, was there anything else I can help you with today, [PII]?
[CUSTOMER][POSITIVE] No that is all thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] Thank you you too bye.
[AGENT][POSITIVE] Thank you. Bye bye.