AccountId: 011433970860
ContactId: d7e948b8-4bca-4dd2-b902-4d7e492451c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 258809 ms
Total Talk Time (AGENT): 59534 ms
Total Talk Time (CUSTOMER): 76722 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/d7e948b8-4bca-4dd2-b902-4d7e492451c2_20250512T16:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, my name is [PII]. I'm calling uh from the provider's office. Just wanted to verify, um, a policy if it's still active for this patient and then check on some eligibility.
[AGENT][NEUTRAL] Hey [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] It is 02536216.
[CUSTOMER][NEUTRAL] Lorenzo Lafour.
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, looks like this policy is effective [PII]. It's currently active. Um, I can send over a fax back that contains all of the benefit info or if there's something we need to go over on the phone, I can do that as well.
[CUSTOMER][NEUTRAL] I would like to get that fax back just for um to put in the patient's charts for records but I just uh kind of wanted to know as far as like his exam and um profy and like bite wings if he would be eligible for those at this time.
[AGENT][NEUTRAL] OK, let me double check that and and it's not a guarantee of payment basic outline of the policy.
[CUSTOMER][NEUTRAL] Right, yeah, but looking at frequencies and dates.
[AGENT][NEUTRAL] OK, looks like he had a bite wing on [PII].
[AGENT][NEUTRAL] Also on that date he had an exam and a cleaning.
[AGENT][NEUTRAL] And let's see.
[CUSTOMER][NEUTRAL] And what is this frequency, like 2 per calendar year?
[AGENT][NEUTRAL] Uh, trophies and cleanings are once every 6 months. Fight wings are once every 12 months.
[AGENT][NEUTRAL] And exams are 2 for 12 month period.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then.
[CUSTOMER][NEUTRAL] And then I'll just get um I will still get like I said get that fax back and then can I get a reference number for this call when we're done?
[AGENT][NEUTRAL] Uh, reference number is um my name and today's date.
[CUSTOMER][NEUTRAL] And I'm sorry, what was your name one more time?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What was your fax number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, I've just sent that fax back, so you should receive it in about a minute.
[CUSTOMER][POSITIVE] Thank you so much I appreciate it.
[AGENT][NEUTRAL] Anything else I can help with, [PII]?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] Yes ma'am you too I appreciate it.
[AGENT][POSITIVE] Thank you. Bye-bye.