AccountId: 011433970860
ContactId: 13cdae10-af05-4fbc-8628-f5f2fc96ca67
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148789 ms
Total Talk Time (AGENT): 40415 ms
Total Talk Time (CUSTOMER): 48992 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/13cdae10-af05-4fbc-8628-f5f2fc96ca67_20250430T14:00_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I was just calling with a couple of questions on a patient's benefits, please.
[AGENT][NEUTRAL] Hey [PII], I can help you with benefits. Uh, do you have a good callback number?
[CUSTOMER][NEUTRAL] Yep it's [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Uh, it's 255-4188.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, and how can I help you?
[CUSTOMER][NEUTRAL] Um, I just had a couple of questions. Um, first, could you tell me if there's any history on file for this patient?
[CUSTOMER][NEUTRAL] Just looking for a preventive diagnostic.
[AGENT][NEUTRAL] Uh, sure.
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][POSITIVE] Be right with you OK.
[AGENT][NEUTRAL] Uh, don't show anything for bite wings or pano, um.
[AGENT][NEUTRAL] I'm not showing anything for pro for your uh exam.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, and are you able to give me um your maximum allowable amounts for some of the preventative codes?
[AGENT][NEUTRAL] Uh, it's just based on what's reasonable and customary, and then they use, let me see.
[AGENT][NEUTRAL] Uh, Carrington is the PPO network.
[CUSTOMER][NEUTRAL] OK, so we're out of.
[AGENT][NEUTRAL] So do you know if you're a network?
[AGENT][NEUTRAL] Out of network.
[CUSTOMER][NEUTRAL] We're not
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah, so we, we just base it on what's usual, reasonable, and customary for the region that you're in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, alright, and could you tell me if you will, do you accept that assignment of benefits so you pay the office if we're out of network or does it go to the patient?
[AGENT][POSITIVE] Yes, we do accept assignment of benefits.
[CUSTOMER][POSITIVE] OK, alright, um, alright, that's all I needed for today then thank you for your help.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.