AccountId: 011433970860
ContactId: daaa61f9-abc0-4fc7-97fa-b6ff792aa076
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 358269 ms
Total Talk Time (AGENT): 127081 ms
Total Talk Time (CUSTOMER): 89288 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/daaa61f9-abc0-4fc7-97fa-b6ff792aa076_20250404T13:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling about my patient's benefits.
[AGENT][POSITIVE] OK, I can help you with benefits. Can I get a name and a good callback number, please?
[CUSTOMER][NEUTRAL] My name is [PII] and then a callback number is gonna be [PII], no extension.
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number of the patient?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Yes, I do.
[CUSTOMER][NEUTRAL] Where is it?
[CUSTOMER][NEGATIVE] Just lost it goodness, it's 404-943.
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[AGENT][NEUTRAL] Uh, looks like this policy is termed, but let me see if they have an active policy. Just a moment.
[AGENT][NEUTRAL] Yeah, it looks like that policy turned in 726-2005.
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][POSITIVE] 726 2005. Goodness gracious, long time ago.
[AGENT][NEUTRAL] What kind of benefits are they? Or what kind of benefits were you needing?
[CUSTOMER][NEUTRAL] Dental
[AGENT][NEUTRAL] OK, they do have a dental plan, but the number you gave me is for a totally different uh.
[AGENT][NEUTRAL] Like a cancer policy. OK, let me, uh, they do have a dental plan. Let me get that pulled up.
[AGENT][NEUTRAL] OK, all right, let's see.
[AGENT][NEUTRAL] Um, this is not a guarantee of payment based outline of the policy.
[AGENT][NEUTRAL] Uh, looks like the plan is effective [PII] and it's current.
[AGENT][NEUTRAL] And I can send a fax back on the benefits or we can go over them on the phone as well um.
[CUSTOMER][NEUTRAL] Let me see. I, I don't think I've ever done a breakdown with y'all before, but I might have a template, American Public.
[CUSTOMER][NEUTRAL] OK, and what is the group um name?
[AGENT][NEUTRAL] Uh, group name is let's see.
[AGENT][NEUTRAL] Um, so it looks like this is an individual policy, so it's not like an employer policy, so it's just American public life is the for the carrier.
[AGENT][NEUTRAL] So there's not a group.
[CUSTOMER][NEUTRAL] OK, and then the um.
[CUSTOMER][NEUTRAL] Group number?
[AGENT][NEUTRAL] Um, they don't have a group number.
[CUSTOMER][NEUTRAL] Yeah, I'm not seeing.
[AGENT][NEUTRAL] Uh, let me give you the policy number. Sorry, yeah, that would make sense. Let me give you the new policy number though.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 615-428.
[CUSTOMER][NEUTRAL] OK, I might need.
[CUSTOMER][NEUTRAL] And y'all give breakdowns over the phone?
[AGENT][POSITIVE] Yes, I can.
[CUSTOMER][NEUTRAL] OK, and then, um, can I get that correct member ID for dental?
[AGENT][NEUTRAL] Yeah, that was the number I just gave you. Sorry, I didn't clarify. So 615-428.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Individual plan.
[CUSTOMER][NEUTRAL] And what is the maximum?
[AGENT][NEUTRAL] Um, so it's gonna be.
[AGENT][NEUTRAL] Let's see
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] So they have a $1000 calendar year maximum.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then um what about, do they have a deductible?
[AGENT][NEUTRAL] Uh, the deductible would be $50.
[AGENT][NEUTRAL] Um, that does not apply to exams or profies.
[AGENT][NEUTRAL] And this is a fee schedule plan so it has a dollar amount that it'll pay for each code which I, I can fax you the information on that.
[CUSTOMER][NEUTRAL] Yes, could you please do that, please?
[AGENT][NEUTRAL] Yeah, what's your fax number?
[CUSTOMER][NEUTRAL] It is going to be [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me get that done real quick.
[AGENT][NEUTRAL] OK, I'm, uh, writing this up right now. It should just take a few minutes to come through and is there anything else I can help with while we're on the phone?
[CUSTOMER][NEUTRAL] Um, that is all for right now. If I need anything, I'll just call back. Can I get a reference number please?
[AGENT][NEUTRAL] Uh, reference number is just my first name, [PII], first initial last name, [PII] as [PII], and today's date.
[CUSTOMER][POSITIVE] OK, thank you so much [PII].
[AGENT][POSITIVE] OK, thank you [PII] thanks for calling APL and I hope you have a good weekend.
[CUSTOMER][NEUTRAL] You too