AccountId: 011433970860
ContactId: de604623-b7b3-4f6a-9ccf-ff52b92187aa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173339 ms
Total Talk Time (AGENT): 64560 ms
Total Talk Time (CUSTOMER): 73036 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/de604623-b7b3-4f6a-9ccf-ff52b92187aa_20250619T14:02_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I am calling from Moel Smiles. I was calling to ask a couple of questions regarding a policy.
[AGENT][NEUTRAL] OK, well I can help you with your policy questions and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, it is area code [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] It is, sorry, bear with me. It is 002365891.
[AGENT][POSITIVE] Oh, take your time.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] All right. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Uh, first name is [PII] and last name is [PII], sorry, and date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And I am showing the policy is active. It's been effective since [PII]. And what questions did you have today?
[CUSTOMER][NEUTRAL] I just wanted to know, um, on this policy, is there, uh.
[CUSTOMER][NEUTRAL] What network do we use? Is it UCR or is there a specific?
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Mhm, it's UCR it's not on the network.
[CUSTOMER][NEUTRAL] Got you and it is out of network benefits correct?
[AGENT][NEUTRAL] Um, there's no, there's no in or out of network benefits, um, because there's no network.
[CUSTOMER][NEUTRAL] Oh, out of that work OK.
[CUSTOMER][NEUTRAL] Got you. And can you tell me how much uh the patient has used for the year?
[AGENT][NEUTRAL] Sure, hold on one second.
[AGENT][POSITIVE] Hold on one moment, sorry about that.
[CUSTOMER][NEUTRAL] No, you're fine. No, you're fine.
[AGENT][NEUTRAL] Alright, so he's used, he's met the deductible and he's used $312.40 of the $1500 max.
[CUSTOMER][NEUTRAL] Mhm OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] So it's uh
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] You need the remainder, are you OK?
[CUSTOMER][POSITIVE] 1180 and that's I'm sorry 118,760 I think that's what it's gonna be OK alrighty thank you so much.
[AGENT][NEUTRAL] 60, mhm, yeah.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] Alright, well thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.