AccountId: 011433970860
ContactId: 07ef98d7-483c-49b1-8b96-2f632752adca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 387059 ms
Total Talk Time (AGENT): 113842 ms
Total Talk Time (CUSTOMER): 71706 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/07ef98d7-483c-49b1-8b96-2f632752adca_20250127T18:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I just needed to check to see if we were in network and then get benefits and eligibility if we are.
[AGENT][NEUTRAL] OK, I can help you with benefits and eligibility. Can I get your name and the facility that that you're calling from?
[CUSTOMER][NEUTRAL] Uh, my name is [PII], and I'm calling from West Brad Dental Center.
[AGENT][NEUTRAL] OK, Ms. [PII], what is your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and what's the patient's name?
[CUSTOMER][NEUTRAL] It's gonna be [PII]
[AGENT][NEUTRAL] And her date of birth, please?
[CUSTOMER][NEUTRAL] Her what?
[AGENT][NEUTRAL] Her date of birth?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I don't know that's not what I heard you say. I was like, or what?
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] Um, it is [PII].
[AGENT][NEUTRAL] OK, and then also her policy number, please.
[CUSTOMER][NEUTRAL] It is 024.
[CUSTOMER][NEUTRAL] 84219.
[AGENT][NEUTRAL] OK, let me go ahead and pull her in for us quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. Her effective date is [PII].
[AGENT][NEUTRAL] And she can use any dentist that she'd like.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Like, um, give me your fax number I can send you a fax back with your complete benefit breakdown.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] It's gonna be um [PII].
[AGENT][NEUTRAL] OK, what is that fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And [PII], do I spell your name [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I get that faxed together for you and get it over to you while we're on the phone together.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Come on.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] 248-42.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Hi [PII], this is [PII] back with you again. Thank you so much for holding. I've got that fax on its way to you now.
[CUSTOMER][NEUTRAL] OK, um, and then you said she can see any provider, so that means we are in network or?
[AGENT][NEUTRAL] We don't have a network, um.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Yes ma'am, she's, she can just use her insurance at the wherever she chooses to.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, and is this like a PPO an HMO? because I when she told me the name, I just wasn't familiar with that one, so.
[AGENT][NEUTRAL] Right, OK, so it's APL, American Public Life, and our fee schedule is based on UCR.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, because she told me [PII] when she was reading it on the thing, so that was one of the other things I wanted to double check.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes ma'am, yes ma'am, I understand.
[AGENT][POSITIVE] But yes, I've got that fax back on its way and it'll have her complete benefit breakdown for you and also how you can um where you can send the claims to it has that information on there also for you.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect alrighty thank you so much.
[AGENT][POSITIVE] You're very welcome, [PII]. You have a great day and thanks for calling APL.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Mm bye bye.