AccountId: 011433970860
ContactId: f1ff7f25-8070-4ba5-b5b4-c22a222a627e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207649 ms
Total Talk Time (AGENT): 84508 ms
Total Talk Time (CUSTOMER): 106585 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/f1ff7f25-8070-4ba5-b5b4-c22a222a627e_20250106T14:30_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh yes my name is [PII]. I am um calling to get a breakdown for a patient.
[AGENT][NEUTRAL] Sure, I can assist you with that, [PII]. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII]. Policy number is 603-387.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] You're calling for a, a breakdown. Would you like me to send over a fax back to you?
[CUSTOMER][NEUTRAL] Um, does it have like a lot of information on it because I have the one from last year.
[AGENT][NEUTRAL] Yes, it has. Oh, it's the same, nothing has changed. The only thing that has changed is her benefits started over in January.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, yeah, um, you can fax it to me and then does it show history on there?
[AGENT][NEUTRAL] No history, however, I can look that up for you.
[CUSTOMER][NEUTRAL] OK, yes ma'am.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me one more time?
[CUSTOMER][NEUTRAL] Yeah, [PII], [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] What is the first procedure code that you're checking history for?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Um, I just need to know like the last exam, cleaning, and X-rays.
[AGENT][NEUTRAL] So what is the procedure called for that?
[CUSTOMER][NEUTRAL] Um, the, it should be 0120, um.
[AGENT][NEUTRAL] One moment, please. So the D0120 was [PII].
[CUSTOMER][NEUTRAL] And then OK.
[CUSTOMER][NEUTRAL] OK, and then the pro fee is 1110?
[AGENT][NEUTRAL] What's your next one?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and by 0274.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and then FMX or pano is either gonna be 0210 or 0330.
[AGENT][NEUTRAL] [PII] for the [PII] for the D 0210. And what was the last code?
[CUSTOMER][NEUTRAL] 0330.
[CUSTOMER][NEUTRAL] They normally share frequency, OK, yeah, um, now you don't see any other exam since the July because I know like sometimes they come in for like a limited or you know they go somewhere else for like a comp exam.
[AGENT][NEUTRAL] And there's no history on file.
[AGENT][NEUTRAL] No, the last exam, the last claim we received was [PII].
[CUSTOMER][NEUTRAL] OK good OK just making sure OK it's [PII], yes, and then I would just need a reference number.
[AGENT][NEUTRAL] And what was your name? You said [PII]?
[AGENT][NEUTRAL] We don't provide those. however, you can use my name in today's date as a reference. It's [PII] and today's date.
[CUSTOMER][POSITIVE] Got it OK and then I'll just wait on the fax. Thank you so much.
[AGENT][NEUTRAL] What's your fax number?
[CUSTOMER][NEUTRAL] Oh yeah, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No it's uh 985359.
[AGENT][NEUTRAL] 88884.
[CUSTOMER][NEUTRAL] 888-4, yes ma'am.
[AGENT][NEUTRAL] Hey, is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Um, no, and any address, payer ID and group number and all that still the same, correct?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] OK, got it. OK, thank you so much.
[AGENT][POSITIVE] You're welcome thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] You too thank you bye.