AccountId: 011433970860
ContactId: 11dbf1bb-183c-43bc-b17d-813a14be1d83
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 296470 ms
Total Talk Time (AGENT): 104539 ms
Total Talk Time (CUSTOMER): 99024 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/11dbf1bb-183c-43bc-b17d-813a14be1d83_20250310T19:52_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hello, this is [PII] calling from the provider's office. I need patient benefit details.
[AGENT][POSITIVE] I'll be happy to assist with benefits today, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Yeah, ma'am. So the callback number is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] Oh, and, and the policy number is 02555309.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information. Are you calling for medical or dental?
[CUSTOMER][NEUTRAL] I'm looking, uh, I'm calling from the dental.
[AGENT][NEUTRAL] OK, please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII]. And were you needing a fax back breakdown of the benefits?
[CUSTOMER][NEUTRAL] 592
[CUSTOMER][NEUTRAL] Uh, so, are you not able to, uh, provide information verbally?
[AGENT][NEUTRAL] Um, I wouldn't be able to do frequency and coding over the phone, um, but anything else I can give verbally.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] OK, so can you please tell me the timely filing limit?
[AGENT][NEGATIVE] There's no timely filing.
[CUSTOMER][NEUTRAL] And the provider is in-network and out of network?
[AGENT][NEUTRAL] Um, there is no network. Patient can see any provider they choose.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] There is no network patient can see any provider that they choose.
[CUSTOMER][NEUTRAL] Is there any waiting period missing or any claim pending?
[AGENT][NEUTRAL] Um, there is no waiting period. There is a missing too. I'm sorry, I can't hear a lot of background noise.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] Can you put your phone on mute while I tell you, can you put your phone on mute, please?
[CUSTOMER][POSITIVE] I really appreciate.
[AGENT][NEUTRAL] OK. There, there is a waiting period.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] I'm sorry, there is no waiting period. There is a missing tooth cloth and as far as history goes, one moment.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] OK, so on November, I'm sorry, not [PII], [PII].
[AGENT][NEUTRAL] She had an
[AGENT][NEUTRAL] An oral exam, bite wings and trophy.
[CUSTOMER][NEUTRAL] OK. So there is no claim pending, right?
[AGENT][NEUTRAL] No. Nothing's pending.
[CUSTOMER][NEUTRAL] OK. And uh can I provide a fax number where you can send me fax?
[AGENT][NEUTRAL] Fax is [PII].
[CUSTOMER][NEUTRAL] No, ma'am. I'm, I'm saying, can I provide you fax number where you can send me fax for this patient?
[AGENT][NEUTRAL] The fax back? Sure, one moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, what's the fax number?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Fax number is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Yeah, correct.
[AGENT][NEUTRAL] Alright, you should receive that fax in the next 10 minutes. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] Uh, no, ma'am. Just to spell out your name for me and call reference number.
[AGENT][NEUTRAL] Reference is just my name, [PII]
[AGENT][NEUTRAL] Last initial [PII], and the date and time of the call.
[CUSTOMER][POSITIVE] OK. Thank you so much for your help. And I just stay safe and bye for now.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] Yeah