AccountId: 011433970860
ContactId: 1daa54e2-c247-4834-8f9e-12c1a2a2e69a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 288160 ms
Total Talk Time (AGENT): 104617 ms
Total Talk Time (CUSTOMER): 104649 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/1daa54e2-c247-4834-8f9e-12c1a2a2e69a_20250318T16:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Lives. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from a dental provider's office. I have a patient who submitted with this card. I've never seen it, so I need to check if he can use it at our office.
[AGENT][NEUTRAL] OK, I can take a look at that. Can I get a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] Policy is 01845780.
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] OK, thank you so much for verifying the account. Uh, this policy is a non-contracted policy, so he can go to any provider. Uh, I do show it's been effective since [PII] and it is still active. Uh, would you like me to fax over a, um, printout of his benefits and cover procedures?
[CUSTOMER][NEUTRAL] Yeah, does it give history also?
[AGENT][NEUTRAL] It uh doesn't give history. Um, let me see.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Is there uh a particular before faxing this over, is there a particular procedure you'd like me to take a look at?
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Normally what people might possibly have first time coming to us is an exam 0120 prophy 1110 bye wings 0274 or a panel full mouth 02100330.
[AGENT][NEUTRAL] OK, so those procedure, uh, benefits have not been used since 20, let me look, [PII].
[CUSTOMER][NEUTRAL] OK. OK. Does it um give claims address, payer ID, and
[AGENT][NEUTRAL] Yes ma'am, all of that information would be on there.
[CUSTOMER][NEUTRAL] Alright, what about wait period or missing tooth louses?
[AGENT][NEUTRAL] Yes ma'am, that is on there also.
[CUSTOMER][NEUTRAL] That's all on there, yeah, sure, please.
[AGENT][NEUTRAL] OK, let me get.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] Oh, and [PII], would I be sending this to your attention?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what is that fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I have [PII].
[CUSTOMER][NEUTRAL] Mhm. And I'm on the
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And [PII] website but it doesn't look like there's information for providers there.
[AGENT][NEUTRAL] Right, so there aren't a list of providers, uh, it pays according to a fee schedule. There is no contract, so he can go to any provider.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] How, how do we get a copy of the fee schedule?
[AGENT][NEUTRAL] Uh, it will tell you it's, uh, usual and customary.
[CUSTOMER][NEUTRAL] UNC.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, OK. Well, all right then, thank you.
[AGENT][NEUTRAL] OK. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] I guess not. There is, is there is there no website at all for information like that or?
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] No, we, it would, no, ma'am.
[CUSTOMER][NEUTRAL] Is it just no?
[CUSTOMER][POSITIVE] Mhm. OK. All right then, thank you.
[AGENT][POSITIVE] You're welcome. You have a wonderful day. Thank you for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] That