AccountId: 011433970860
ContactId: 0269c37a-96b4-47a5-96f4-3a67466c6c5f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 283679 ms
Total Talk Time (AGENT): 72625 ms
Total Talk Time (CUSTOMER): 98884 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/0269c37a-96b4-47a5-96f4-3a67466c6c5f_20250618T16:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] My name is [PII] with Doctor [PII]. I'm trying to verify some dental benefits on my patient.
[AGENT][POSITIVE] I can help you with benefits. Um, can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] 00613526.
[AGENT][NEUTRAL] OK give me just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Yeah, fix it.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Alright, I'm showing that this policy is active with an effective date of [PII]. Did you want a fax back of benefits?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yes, and I, I know we haven't seen her in like 3 years. Back then it said she got a set y'all only paid a set fee. Uh, do we know who's negotiated rates and will that give me the set fee?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me pull up the policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, yeah, it looks like it has a set benefit amounts based off of what's being done by the procedure code.
[AGENT][NEUTRAL] Um, and you said you hadn't seen her in 3 years?
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And what was the other part to your question? I'm sorry.
[CUSTOMER][NEUTRAL] Um, whose speed schedule do we look at?
[AGENT][NEUTRAL] Um, the benefit amount is on the, the back back.
[CUSTOMER][NEUTRAL] You know what to charge.
[CUSTOMER][NEUTRAL] Oh, it will be OK.
[AGENT][NEUTRAL] Right and we don't do in and out of network.
[CUSTOMER][NEUTRAL] And is she eligible for a pano do you know?
[CUSTOMER][NEUTRAL] Oh, OK, no network, OK, no network, and do you show she's eligible for a panel?
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Let me check on that.
[AGENT][NEUTRAL] Do you have the procedure code for that?
[CUSTOMER][NEUTRAL] D 0330.
[AGENT][NEUTRAL] I'm not showing that she's had that done.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, yeah, if you would send me that I'd appreciate it.
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me see if I have
[AGENT][NEUTRAL] And what's a good fax number to send this to?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And would you like the attention to go to you?
[CUSTOMER][NEUTRAL] It's gonna come straight to me anyway.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But yeah, I mean, you can, [PII], it's gonna come straight to me.
[CUSTOMER][NEUTRAL] And then last question, do y'all pay on prep or seat date for like crowns and bridges?
[AGENT][NEUTRAL] Uh, seat date.
[CUSTOMER][NEUTRAL] See, OK.
[CUSTOMER][NEUTRAL] And does she still have a missing two clouds? She did back in [PII].
[AGENT][NEGATIVE] This policy does have a missing tooth cloth, yes.
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][POSITIVE] OK, and if I could just get that back I'd appreciate it.
[AGENT][NEUTRAL] Alright, and I just sent that fax over.
[CUSTOMER][NEUTRAL] All right. [PII], has she used anything for this year?
[AGENT][NEUTRAL] Let me look.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] I haven't shown she's used anything for a while.
[AGENT][NEUTRAL] For a couple of years, yeah, so she, she's due for at least the cleaning, yeah.
[CUSTOMER][POSITIVE] OK. All right, thank you so much. All right.
[CUSTOMER][POSITIVE] OK, that sounds great thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] OK