AccountId: 011433970860
ContactId: 1a088a86-11b2-48fb-9ba3-1d46e37f7cea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189610 ms
Total Talk Time (AGENT): 85558 ms
Total Talk Time (CUSTOMER): 67809 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/1a088a86-11b2-48fb-9ba3-1d46e37f7cea_20250611T20:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] at Serene Oral Surgery. I was needing to verify a patient's dental benefits, please.
[AGENT][NEUTRAL] OK. Happy to check on benefits. What is their policy number?
[CUSTOMER][NEUTRAL] 617992
[AGENT][POSITIVE] All right, thank you, let me pull that up.
[AGENT][NEUTRAL] All right, and then if I can get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. So, patient is active. Effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Then if you need a fax back we can send that too for the breakdown or.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Yeah, that'll be great um, will this, will the, um.
[CUSTOMER][NEUTRAL] I'm so sorry, the waiting periods or missing tooth cloths or anything that does she have any of that?
[AGENT][NEUTRAL] Yeah, so that'll all be on the fax back. Let me pull this up here, um.
[CUSTOMER][POSITIVE] Perfect perfect OK.
[AGENT][NEUTRAL] The only thing.
[AGENT][NEUTRAL] Check here.
[CUSTOMER][NEUTRAL] I do know one thing that might not be on there is what the schedule does this plan use?
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] So this actual one, this one actually pays by a fee schedule and so when we send you this it'll give you the the fee schedule on it with the procedure codes.
[CUSTOMER][NEUTRAL] Oh OK OK.
[AGENT][NEUTRAL] Yeah, so it's actually a fee schedule looks like that we send you on this plan.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] The only thing it won't have, let's see, calendar year maximum is $1000 that is listed on there. They do have a calendar year deductible of $50 but I can let you know what's been used.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, it looks like they still have their $1000 left, both of them and the $50 deductible is remaining.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] And then if you just want to give me a fax number, I will send this over.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Mhm and does the doctor have to be in network or just go by the fee?
[AGENT][NEUTRAL] Yeah, I just go by the fee schedule yeah there's no network required.
[CUSTOMER][NEUTRAL] Please schedule.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too sir bye bye.
[AGENT][NEUTRAL] Uh bye bye.