AccountId: 011433970860
ContactId: 14ff5a5c-df1d-4b2b-8ad2-6c42c917f776
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 336649 ms
Total Talk Time (AGENT): 89715 ms
Total Talk Time (CUSTOMER): 102789 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/14ff5a5c-df1d-4b2b-8ad2-6c42c917f776_20250121T18:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII] calling from a dental provider's office, and I am trying to get a breakdown of dental coverage please.
[AGENT][NEUTRAL] Yes, Ms. [PII], I can help you with the fax back. Can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is the patient's name?
[CUSTOMER][NEUTRAL] Um and [PII]
[AGENT][NEUTRAL] OK. And then what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And his policy number, please?
[CUSTOMER][NEUTRAL] 02584090
[AGENT][NEUTRAL] OK, let me pull his policy in.
[AGENT][NEUTRAL] OK, I do show that he does have an active policy. His effective date is [PII]. And if you give me your fax number, I can send that fax back to you while we're on the phone together.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, OK, so the fax is [PII].
[CUSTOMER][NEUTRAL] 844
[CUSTOMER][NEUTRAL] 67669
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, I'm gonna put, yes.
[CUSTOMER][NEUTRAL] OK, go ahead. I just wanna be able to confirm some things on it before we hang up um just I'm not familiar with this policy, so I just wanna make sure.
[AGENT][NEUTRAL] Oh, I was gonna
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes ma'am, um, I'll send that fax back to you. I'm gonna put you on a brief hold while I pull that in and get it faxed over to you. I'll be right back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Come on.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi Ms. [PII], this is [PII] back with you again. I have that fax on the way to you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so, um, this is a dental claim where uh claims are filed, is that correct? It's not a discount card.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] No, ma'am. It is a true dental insurance, um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] I can, I can give you the payer ID number if you would like that.
[CUSTOMER][NEUTRAL] Um, I have the payer ID number, um.
[AGENT][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] Um, so it has out of network benefits that pays to the provider.
[AGENT][NEUTRAL] Yes, pays to the provider.
[CUSTOMER][NEUTRAL] OK, so, um, I guess I'll watch for it if it doesn't come through or if it doesn't give the details on it I need um because we have some specifics in our the services that we do so um.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] I will call back.
[AGENT][POSITIVE] OK, that sounds perfect. Um, it is broke down by CDT code, so if the code is not on there, it's not a covered procedure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] If code not listed.
[CUSTOMER][NEUTRAL] It is not covered. OK, sounds great. OK, thank you, bye bye.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're very welcome. You have a good day. Thanks for calling APL. Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Bye bye.