AccountId: 011433970860
ContactId: 2a53c7d4-989c-44d9-8396-4a060ff56ff5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118019 ms
Total Talk Time (AGENT): 54543 ms
Total Talk Time (CUSTOMER): 45313 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/2a53c7d4-989c-44d9-8396-4a060ff56ff5_20250205T14:28_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Cornerston Family Dentistry, and I was wanting to um.
[CUSTOMER][NEUTRAL] Just I guess verify eligibility and see if I could get a fax with benefits.
[AGENT][NEUTRAL] I'm sure [PII] I can assist you with benefits. Um, first, I'll need a callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Now I need the policy number.
[CUSTOMER][NEUTRAL] 259-567-8
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, and just let me advise you that verification of coverage does not guarantee payment of claims. The effective date on this policy was [PII] and the policy is still um active and for a fax of the benefits, I'll need your fax number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] So that's attention, [PII] [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. You should receive it in about 10 minutes. I just sent it. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Does this, um, does this policy have a fee schedule they go off of, or is it, is there, do they have a network at all?
[AGENT][NEUTRAL] Um, yeah, there is a fee scheduled to go by and that's what I'll be faxing over to you.
[CUSTOMER][NEUTRAL] OK perfect and then that will so the fax will have the fees and the percentages for that are that each codes covered over.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK perfect thank you so much I appreciate it.
[AGENT][POSITIVE] OK. Thank you again, [PII] for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][POSITIVE] Mhm. Thank you.