AccountId: 011433970860
ContactId: 0563d465-6ae3-48af-ac93-24abd4c7b91a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 397700 ms
Total Talk Time (AGENT): 121496 ms
Total Talk Time (CUSTOMER): 99941 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/0563d465-6ae3-48af-ac93-24abd4c7b91a_20250610T22:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], yes, I am uh calling for a patient's eligibility.
[AGENT][NEUTRAL] OK, I can help you with eligibility. May I please get your name, your callback number, and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Yes, it's Usher Dental.
[CUSTOMER][NEUTRAL] And this was, uh, and I'm sorry, what else did you need?
[AGENT][NEUTRAL] Your name and your callback number?
[CUSTOMER][NEUTRAL] My name is [PII]. The callback number is [PII].
[AGENT][NEUTRAL] OK, Miss [PII], let me get the patient's name, date of birth, and policy number, please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The patient's name is gonna be for.
[CUSTOMER][NEUTRAL] [PII] and what else do you need?
[AGENT][NEUTRAL] The date of birth and policy number?
[CUSTOMER][NEUTRAL] OK, and the date of birth is gonna be for [PII].
[CUSTOMER][NEUTRAL] And then the policy number is 1, the ID number I have 1237011.
[AGENT][NEUTRAL] OK, let me look that up. 1237011.
[AGENT][NEUTRAL] Alright, I do show that this policy for [PII] is no longer active. The policy did terminate on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And we do not have
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Yes, ma'am, and there are no active policies on file at this time.
[CUSTOMER][NEUTRAL] I'm sorry, so it's terminated [PII]?
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Of [PII].
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] [PII], OK, because we did some treatment back on February. Can you, um, is there any way they could tell me how much the insurance paid for what we, this claims we sent back on [PII]? I mean, sorry, um, [PII]?
[AGENT][NEUTRAL] And the
[AGENT][NEUTRAL] [PII] was the date of service?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The data service is [PII].
[AGENT][NEUTRAL] OK, of [PII]. OK.
[AGENT][NEUTRAL] Alright, yes, I can check um what it was the charge amount?
[CUSTOMER][NEUTRAL] Um, it looks like we were estimated to get 1,456.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold while I look up this claim and I'll be right back with you, Miss [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Ms. [PII], can you please spell the name of your dental group, the first part for me?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, um, on my dental office.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's Usher Dental.
[AGENT][NEUTRAL] Assured
[AGENT][NEUTRAL] I'm showing.
[CUSTOMER][NEUTRAL] Usher Dental.
[AGENT][NEUTRAL] I'm showing on that data service we had another dental.
[AGENT][NEUTRAL] Claim but it wasn't for your facility. Let me keep looking.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see there's another claim on here.
[AGENT][NEUTRAL] Mm. I'm not showing anything for assured. Uh, let me keep looking.
[AGENT][NEUTRAL] Would your dental corporation be under another name besides assured?
[CUSTOMER][NEUTRAL] Um, assured dental family care and braces.
[AGENT][NEUTRAL] No, ma'am. And it's for part one for for [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] For the
[AGENT][NEUTRAL] Yeah, I'm not, I'm not seeing assured. I'm seeing another dental corporation.
[CUSTOMER][NEUTRAL] Mm, smile Fiers?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] Yes, he was here back on.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Yes, that's the data service I looked up, but it's a whole different name.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it's a dental corporation.
[CUSTOMER][NEUTRAL] Yeah, I don't know.
[CUSTOMER][NEUTRAL] That's weird, OK.
[AGENT][NEUTRAL] Yeah. OK. Uh, but I did try for you, sorry.
[CUSTOMER][POSITIVE] Oh OK thank you OK bye bye, thank you, no worries bye bye.
[AGENT][POSITIVE] You're welcome. You have a good night. Thanks for calling A.