AccountId: 011433970860
ContactId: d23f6f78-86d1-4b87-a34f-72863ad24193
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 342739 ms
Total Talk Time (AGENT): 97565 ms
Total Talk Time (CUSTOMER): 117019 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/d23f6f78-86d1-4b87-a34f-72863ad24193_20250325T18:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Lines. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] My name is [PII]. I have a few questions about a patient.
[AGENT][NEUTRAL] OK, I can help you with that. Can I get a callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] 01780611
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh [PII], sorry, [PII] [PII].
[CUSTOMER][NEUTRAL] And your date of birth?
[CUSTOMER][NEUTRAL] best contact phone number?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, thank you for verifying the account and how can I help you?
[CUSTOMER][NEUTRAL] Can you tell me if your PA's have a frequency?
[AGENT][NEUTRAL] Hold one moment please.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And then do you have no insurance?
[AGENT][NEUTRAL] And could I get uh the procedure code in question?
[CUSTOMER][NEUTRAL] 0 0220.
[AGENT][NEUTRAL] 0220.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Member ID number
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh that was
[AGENT][NEUTRAL] OK. I'm not showing 0220 as a covered, uh, oh no, I'm sorry, here it is.
[CUSTOMER][NEUTRAL] And are you the
[AGENT][NEUTRAL] Uh, there are no frequencies, uh, for 0220.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And please be advised verifying benefits does not guarantee payment. Do we cover which one?
[CUSTOMER][NEUTRAL] Do you cover the 03?
[CUSTOMER][NEUTRAL] The 0367?
[AGENT][NEUTRAL] 0367.
[CUSTOMER][NEUTRAL] [PII] at [PII].
[AGENT][NEUTRAL] OK, I do not show 0367 as a covered procedure.
[CUSTOMER][NEUTRAL] And a 4346.
[AGENT][NEUTRAL] 3
[CUSTOMER][NEUTRAL] It was a
[CUSTOMER][NEUTRAL] we get and um you know.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] You'll get a text you'll get a text in.
[AGENT][NEUTRAL] I don't show 4346 being a covered procedure.
[CUSTOMER][NEUTRAL] Can you tell me if you can do all four quads in the same day for that 4341?
[AGENT][NEUTRAL] 4341.
[CUSTOMER][NEUTRAL] You're welcome. This is your exam and X-rays. We don't guarantee.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] What needs be done and if we can.
[AGENT][NEUTRAL] It shows a maximum of 1 each quadrant per 24 months.
[CUSTOMER][NEUTRAL] And does it say anything about can you do them all on the same day or?
[AGENT][NEUTRAL] I don't show a restriction for that, so any limitations on that.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] Can you tell me if there's a healing period after an SRP to perform a 4910?
[AGENT][NEUTRAL] I don't show any um limitations on that.
[CUSTOMER][NEUTRAL] OK, can you tell me if your fillings for your crowns downgrade at 2391 or 2740?
[CUSTOMER][NEUTRAL] Hi, may I speak with Miss [PII]?
[CUSTOMER][NEUTRAL] Hey, this is [PII] calling from Highland.
[CUSTOMER][NEUTRAL] Um, we received your, uh, estimate of benefit.
[AGENT][NEUTRAL] And what is the question again on those?
[CUSTOMER][NEUTRAL] Um, do they downgrade?
[AGENT][NEUTRAL] I do not show that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you pay on prep date or see date for your crowns.
[AGENT][NEUTRAL] What are the 2 days?
[CUSTOMER][NEUTRAL] Uh, prep date or seat date?
[AGENT][NEUTRAL] Do we pay on prep date?
[CUSTOMER][NEUTRAL] Yeah, so, alright, never mind, I'll just pred it. Can you tell me if um you cover 7953?
[AGENT][NEUTRAL] 7953.
[CUSTOMER][NEUTRAL] office
[AGENT][NEUTRAL] 7953. I do not show 7953 as a covered procedure.
[CUSTOMER][NEUTRAL] OK, is it a calendar plan?
[AGENT][NEUTRAL] This is the calendar year plan.
[CUSTOMER][NEUTRAL] And then can I have the group name and does she have any, uh, actually I don't need that can I just have the group name?
[AGENT][NEUTRAL] Group name is Universal Trucking CC.
[CUSTOMER][NEUTRAL] OK and then.
[CUSTOMER][NEUTRAL] Actually this can I have a reference number?
[AGENT][NEUTRAL] Yes, to reference our call, you will use my name, [PII] and today's date.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. You have a wonderful day. Thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Bye.