AccountId: 011433970860
ContactId: e34b3f2b-f9f2-4619-aa32-ffae692f060d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179080 ms
Total Talk Time (AGENT): 57048 ms
Total Talk Time (CUSTOMER): 101444 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/e34b3f2b-f9f2-4619-aa32-ffae692f060d_20250107T15:56_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from a provider's office and I just need to get what the schedule um this plan runs off of.
[AGENT][NEUTRAL] OK, I can help you with the schedule. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Yeah, it's [PII]
[CUSTOMER][NEUTRAL] And callback number is [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] It's [PII] and last name is spelled [PII]
[CUSTOMER][NEUTRAL] One today and they were trying to figure out your card.
[AGENT][NEUTRAL] OK, and what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] And his policy number please?
[CUSTOMER][NEUTRAL] Policy number is 02550641.
[AGENT][NEUTRAL] OK, let me look that policy up for us real quick.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because I, I, I got this.
[AGENT][NEUTRAL] Give me just a sec while I pull it in.
[CUSTOMER][POSITIVE] Yeah, no worries.
[CUSTOMER][NEUTRAL] Yeah and I
[CUSTOMER][POSITIVE] OK perfect so I'll probably give you a call.
[AGENT][NEUTRAL] OK, so this um fee schedule is UCR, usual customary reasonable.
[CUSTOMER][NEUTRAL] It's UCR.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, let me see uh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, um, I believe, oh, I can I ask you one more question?
[AGENT][NEUTRAL] Sure,
[CUSTOMER][NEUTRAL] Um, on this plan, so I just wanna verify he has a waiting period on all major services for 12 months.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, and does that end on his effective date or does that end um on a different date?
[AGENT][NEUTRAL] So the 12 month waiting period is from the effective date.
[CUSTOMER][NEUTRAL] Both girls are
[AGENT][NEUTRAL] 12 months out and his effective date is [PII].
[CUSTOMER][NEUTRAL] OK perfect so it'll end on [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] All right, um, that's all I needed then.
[AGENT][POSITIVE] OK, I'm glad I was able to help you, Miss [PII]. I hope you have a wonderful rest of your day and thank you for calling APL.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Thank you so much you too alright bye bye.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Mm