AccountId: 011433970860
ContactId: 1ca9cf44-65d7-44b6-b5e5-9e1a0009187c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153660 ms
Total Talk Time (AGENT): 65782 ms
Total Talk Time (CUSTOMER): 58930 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/1ca9cf44-65d7-44b6-b5e5-9e1a0009187c_20250430T15:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. I'm calling from Harmony Dental Associates, and I'm trying to get a breakdown of benefits for a patient. I don't know if you have a fax back option.
[AGENT][NEUTRAL] Yeah, absolutely. We can send fax fax. Uh, what's the patient's policy number, [PII]?
[CUSTOMER][NEUTRAL] Policy number 0247.
[CUSTOMER][NEUTRAL] 531 5.
[AGENT][POSITIVE] Alright, thank you so much. Let me pull this up. And then do you have a good call back number?
[CUSTOMER][NEUTRAL] For me.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], birth date [PII].
[AGENT][POSITIVE] Alright, thank you so much. So, patient is active. Uh, it looks like the effective date on here is gonna be [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And then what is a good fax number to send the fax back to?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Do you know what these kids?
[AGENT][NEUTRAL] Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] Um, no, no, no, I jumped in. Go ahead.
[AGENT][NEUTRAL] I just want to make sure I wrote it down right. It was [PII].
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Correct, and do you know what network they're in? What?
[AGENT][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] Well, like what fee schedule they're using or anything like that?
[AGENT][NEUTRAL] Yeah, let me just.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] OK, so it looks like members plans, excuse me, um, paid by UCR.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the fax back will have all the percentages, frequencies, and also claims mailing address as well and stuff.
[CUSTOMER][NEUTRAL] And I think there's a
[CUSTOMER][POSITIVE] OK awesome great.
[AGENT][NEUTRAL] Is there anything else?
[CUSTOMER][POSITIVE] No, that's it thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.