AccountId: 011433970860
ContactId: 2b58868c-230b-4d58-bae2-58d51899b2fd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 270769 ms
Total Talk Time (AGENT): 144593 ms
Total Talk Time (CUSTOMER): 89771 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/2b58868c-230b-4d58-bae2-58d51899b2fd_20250225T15:23_UTC.wav
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[CUSTOMER][NEUTRAL] [PII], yeah.
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, yes, ma'am. I was calling to check and see if you received a pre-estimate we sent in for dental treatment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I can check on that. And may I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], Miss [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And uh you're calling from which facility? What's the name of the facility?
[CUSTOMER][NEUTRAL] Uh, miss [PII] Dental.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number of the patient, Miss [PII]?
[CUSTOMER][NEUTRAL] I do. It's 01777823.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And what's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Um, [PII] and [PII].
[AGENT][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And this was sent to a regular mail?
[CUSTOMER][NEUTRAL] Not even sure y'all require a pre-estimate, but pardon?
[AGENT][NEUTRAL] We don't. Yeah, we don't, but do you, um, do you know how it was sent to us? Was it fax or mail or?
[CUSTOMER][NEUTRAL] Uh well, it's far scale and routepla deep cleaning. It's code 4341.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We sent it it's you may, you may have just been getting it, but we're trying to get him on in and we just need to know.
[AGENT][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] What I know y'all can't tell us your reason one customary, but if we charge 284, are you going to pay 40% of 284?
[AGENT][NEUTRAL] OK, um, what is, um, let's see.
[AGENT][NEUTRAL] What is your zip code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] 2
[CUSTOMER][NEUTRAL] We're in [PII]. Are y'all still in [PII]?
[AGENT][NEUTRAL] Uh, yeah, we have an office in [PII], yes, mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm, OK.
[AGENT][NEUTRAL] OK, let me see if I can get a um.
[AGENT][NEUTRAL] A price.
[AGENT][NEUTRAL] 40% let me make sure it's waiting period.
[CUSTOMER][NEUTRAL] Do y'all work off a fee schedule or pretty much by reasonable and customary in the percent?
[AGENT][NEUTRAL] And this is just an estimate, OK?
[AGENT][NEUTRAL] Yeah, it's gonna be showing customers rates. Um, I can find out how much is under that uh code based on the code, um, and I can give you like a little estimate over the phone. Um, and yes, he's out of the waiting period, so he's good to go. And you have, um, you said 4341 was the other code?
[CUSTOMER][NEUTRAL] Let me just
[CUSTOMER][NEUTRAL] Same code, it's 44 quads of scale and root plane.
[AGENT][NEUTRAL] Claim card, um.
[AGENT][NEUTRAL] OK, got you. OK, one moment.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] For one and this is not a guarantee of payment just a verification of coverage and
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, so based on this, which is, um, that code is pulling on the areas of Greenville, Grenada, Meridian, which
[AGENT][NEUTRAL] More than likely it's the same code, yeah, the same zone. OK, so it's gonna be uh 40% of 301. I don't know if that's what you have, but that's basically how it's gonna be.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, we're, we're at 284, so 201 is y'all um allowed amount.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 301 301 is the large amount, yeah, so it's gonna be 40 OK.
[CUSTOMER][NEUTRAL] 301. OK, well it's less than that we're at 284, so y'all should meet 40% of that.
[AGENT][POSITIVE] Of that amount, yes, correct, mhm.
[CUSTOMER][NEUTRAL] OK, do y'all um hold out the deductible on the scale?
[AGENT][NEGATIVE] Yes, this one does have that $50 deductible if he has not met that deductible, that's gonna be taken off. Mhm.
[CUSTOMER][POSITIVE] OK, alright, good deal, I'll put that on here too. OK, you've been very helpful.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] I believe that'll do it.
[AGENT][POSITIVE] OK, well, thank you for calling APL. Have a good day, Miss [PII].
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.