AccountId: 011433970860
ContactId: ff46af0a-cf33-4ba0-a696-d2cb7fb1e7b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 275929 ms
Total Talk Time (AGENT): 116553 ms
Total Talk Time (CUSTOMER): 110707 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/ff46af0a-cf33-4ba0-a696-d2cb7fb1e7b9_20250516T14:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Good morning [PII]. This is [PII] from the Count on our Group. How are you doing today?
[AGENT][POSITIVE] I'm doing well [PII] how are you?
[CUSTOMER][NEUTRAL] I'm doing just fine, thanks for asking. I was just um calling to see if you can let me know if the patient is still active with the insurance.
[AGENT][NEUTRAL] Yeah, of course I can check that eligibility for you. Uh, JD, can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Uh, the policy number, please?
[CUSTOMER][NEUTRAL] It's going to be 01742319.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. Uh, so this policy terminated [PII]. Uh, if you'll give me one moment though, I'll see if he has one that's active. It might just be a different policy number.
[CUSTOMER][NEUTRAL] It was
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, we'll go from there. I'll put a note there.
[AGENT][POSITIVE] OK, awesome. He does. Uh, let me know when you're ready and I'll give you that updated policy number.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, what's that policy number?
[AGENT][NEUTRAL] That is 02569280.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] for that
[CUSTOMER][NEUTRAL] Is it the same um uh maximum allowed 1500?
[AGENT][NEUTRAL] Yes, yes, it's the same uh plan, all of that information, same coverage, um, it looks like maybe he had just stopped it and then restarted it, uh, so this policy's effective date was [PII]. So with that, um, the waiting period for, uh, major expenses is reinstated as of January the first of this year.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, so let's see.
[CUSTOMER][NEUTRAL] Me
[CUSTOMER][NEUTRAL] And they do have a missing tooth cloth too, right?
[AGENT][NEUTRAL] Correct, yes, uh, did you need, um, I can send you the fax back if you need it.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Yeah, that would be great. So let's see, major his waiting periods for major will be completed when?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] January of next year, so [PII] was the beginning of this policy.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Um, so if she comes in, we'll bring her.
[AGENT][NEUTRAL] And then uh what was that fax number for you, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Will be.
[AGENT][NEUTRAL] OK, I'm going to read that back to make sure I heard that correctly. That was [PII]?
[CUSTOMER][NEUTRAL] Yeah, is there any waiting periods for bases for basic at all?
[AGENT][NEUTRAL] OK, I will go ahead.
[AGENT][NEUTRAL] I'm sorry. No, no waiting periods for preventative or basic or um FMX.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] And again I'm sorry, what was your name?
[AGENT][NEUTRAL] That's OK, [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] Just um I just wanna make sure that nothing on there is like any different than the plan that he had before um.
[AGENT][NEUTRAL] Right. It is the exact same, uh, policy. It is the exact same uh plan.
[AGENT][NEUTRAL] The same coverages, uh, same benefit maximum.
[CUSTOMER][POSITIVE] OK, alrighty.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] I'll just update the.
[CUSTOMER][NEUTRAL] Plans 02.
[CUSTOMER][POSITIVE] OK perfect [PII] thank you so much I appreciate your help you have a wonderful day.
[AGENT][POSITIVE] Of course, thanks for APL you too bye bye.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Alrighty bye bye.