AccountId: 011433970860
ContactId: f491e9fe-e858-4ae0-82c1-d93d102182d8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153660 ms
Total Talk Time (AGENT): 78443 ms
Total Talk Time (CUSTOMER): 39211 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/2025/04/16/f491e9fe-e858-4ae0-82c1-d93d102182d8_20250416T19:17_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, I was trying to get benefits on a patient.
[AGENT][POSITIVE] I'm happy to check on benefits for you. Do you have their policy number?
[CUSTOMER][NEUTRAL] 511927.
[AGENT][NEUTRAL] Alright, thank you. Let me pull this up. Give me just a second, and can I grab your first name and a callback number?
[CUSTOMER][NEUTRAL] [PII], did you say phone number?
[AGENT][NEUTRAL] A callback number, yeah.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] [PII]. Sorry, my voice is going out so.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] No, that's OK. Um, all right, and then just patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh, patient is [PII]. [PII].
[AGENT][NEUTRAL] Thank you. So, patient is active. Effective date on here is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm and then if you guys need we can also send fax backs with a breakdown of benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] What's a good fax number, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and then do I need to mark attention to anybody on there?
[CUSTOMER][NEUTRAL] Uh, you just put it to me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right. Was there anything else that you needed before uh I let you go?
[CUSTOMER][NEUTRAL] Do you know what is, is there anything that's not on the fax back do you know?
[AGENT][NEUTRAL] So facts that will have like effective date.
[CUSTOMER][POSITIVE] Like it
[CUSTOMER][NEUTRAL] Downgrade on there?
[AGENT][NEUTRAL] Yeah, there's no downgrades.
[AGENT][NEUTRAL] And it does say that it says this policy does not downgrade. It'll have claims um information, it'll have the missing tooth clause.
[AGENT][NEUTRAL] Has frequencies and then all the procedure codes and if it's not listed on the fax back then it's not covered under the policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Was there anything else?
[CUSTOMER][POSITIVE] No, that was it. Thank you.
[AGENT][POSITIVE] Thank you for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.