AccountId: 011433970860
ContactId: d2ae3c47-ae28-48b6-8896-2a37856f5082
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190080 ms
Total Talk Time (AGENT): 75275 ms
Total Talk Time (CUSTOMER): 83234 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/d2ae3c47-ae28-48b6-8896-2a37856f5082_20250424T20:30_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I am calling from the office of Doctor [PII] in [PII], and uh we have a patient who has just brought in some, uh, a new insurance card and it's uh [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I just needed to see if I could get a fax of her benefits, get, uh, y'all's payer ID number.
[AGENT][NEUTRAL] OK, yeah, absolutely. Um, what is her policy number, [PII]?
[CUSTOMER][NEUTRAL] Policy number is 02616910.
[AGENT][NEUTRAL] OK. Let's take a look here.
[AGENT][NEUTRAL] And if I can get the insured's uh name and date of birth, please.
[CUSTOMER][NEUTRAL] It is [PII], last name [PII].
[CUSTOMER][NEUTRAL] And just bear with me, let me get the right screen pulled up and I'll give you her date of birth.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] Thank you so much. So the patient is active. Uh, looks like the effective date on here is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And our our payer ID is gonna be 60801.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then [PII], what's a good fax to send this to?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so [PII].
[CUSTOMER][NEUTRAL] That is correct, and can you tell me what her max benefit is?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, absolutely. Let's see here. Alright, so calendar year maximum on this is $500.
[AGENT][NEUTRAL] And it does have a calendar year deductible of $50. I'm pretty sure she's got all that since she's only had it a couple of days.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, and does it cover uh just routine care, cleaning fluoride or not fluoride, but cleaning and uh.
[CUSTOMER][NEUTRAL] Exam and that type of thing.
[AGENT][NEUTRAL] Mm. Yes, ma'am. It's a pretty basic plan. It just has preventative and basic coverage on it. There is no sort of major coverage on her plan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right sounds great I'll be watching for that uh fax then thank you so much. I hope you have a wonderful rest of your day.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] You too, [PII]. Take care.
[CUSTOMER][NEUTRAL] Uh huh bye bye.
[AGENT][NEUTRAL] Ah