AccountId: 011433970860
ContactId: d156b3a1-94aa-4f25-bb2d-aa3ca3e7e132
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 276260 ms
Total Talk Time (AGENT): 71291 ms
Total Talk Time (CUSTOMER): 132882 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/d156b3a1-94aa-4f25-bb2d-aa3ca3e7e132_20250318T16:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] and I'm calling you to check on the benefits and eligibility of a patient.
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] Yeah, sure, it's um [PII].
[CUSTOMER][NEUTRAL] My extension?
[AGENT][NEUTRAL] May I have the policy number?
[CUSTOMER][NEUTRAL] Sure. It's 958-47004.
[AGENT][NEUTRAL] And that's 95847004?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, no, sorry, it's 258-4704. My apologies for that.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, patient's name is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] Date of birth is um
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy. You're calling in for eligibility and benefits. Would you like a fax back for this member?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Uh yeah, sure, and um.
[CUSTOMER][NEUTRAL] Since you'll be sending me a fax, uh, may I just confirm that if there is, uh, I mean, if the code is not included on the fax, does it mean it is not covered on the plan?
[AGENT][NEUTRAL] The co-pay?
[CUSTOMER][NEUTRAL] Uh, I mean, if, um, uh, for example, I have here a code, um,
[AGENT][NEUTRAL] Is that
[CUSTOMER][NEUTRAL] Uh, 1206 and on the fact, it doesn't have the code 1206. Does it mean it is not covered under the plan?
[AGENT][NEUTRAL] Let me check that for you. You said 1206?
[CUSTOMER][POSITIVE] Thank.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Can you give me a description, please?
[CUSTOMER][NEUTRAL] Yes, um, this is for fluoride.
[CUSTOMER][NEUTRAL] Um, actually, I have, um, I have already talked to someone from your department as well, and she has already sent me a fax for this plan.
[CUSTOMER][NEGATIVE] However, some of the codes are not included. So does it mean if it's not included on the fax, it, it is not covered?
[AGENT][NEUTRAL] Yes, so say for instance that's the reason why I asked for the description cause just in case if that code is an old code, but the description is for fluoride, then that would be the correct code of being used as long as it's for fluoride. But I see fluoride is not listed on this policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. So, if it's not listed or if, if it's not included on the fax, it means it is not covered, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] All right, I just want to double check that one and thank you so much for um answering my call today. May I have your name again?
[AGENT][NEUTRAL] Yes, it would, the call reference would be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][NEUTRAL] Uh, [PII] on the um
[AGENT][NEUTRAL] It, it, yes, my last name is, my last initial is [PII]
[CUSTOMER][NEUTRAL] At the end.
[CUSTOMER][NEUTRAL] OK. Got it so much, [PII]. And so the um reference call number will be your first name, [PII], and then the uh the date today?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So, it's 0803-182025.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you so much. Um, [PII], thank you so much for answering my call today. And um, yes, thank you for verifying that for me. Um, I have already, um, I already have the fax and I just want to double check and verify if um if it's not on the fax, the code will be, uh, it will, it, it is not covered on the plan. Thank you so much, [PII]. Have a wonderful day. Stay safe. Bye for now.
[AGENT][POSITIVE] You're, you're welcome and thank you [PII] for calling American Public Life. Have a great day as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh