AccountId: 011433970860
ContactId: 2b6424d6-df12-4314-b753-821130fe01cf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 330760 ms
Total Talk Time (AGENT): 83824 ms
Total Talk Time (CUSTOMER): 129655 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/2b6424d6-df12-4314-b753-821130fe01cf_20250606T13:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey Ms. [PII], good morning. My name is [PII]. I'm calling from a dental office here in [PII]. I have a patient who's coming in who has, uh, the APL insurance and I need to get um a breakdown of benefits.
[AGENT][POSITIVE] OK, [PII], I can help you with benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And the policy number for that patient?
[CUSTOMER][NEUTRAL] Uh, 61 31 43, and they've been here before so I just need to, I guess maybe just make sure they still have the same policy.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK. Give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what was that number again? I think I might have typed it wrong.
[CUSTOMER][NEUTRAL] Uh, 61 31 43. Let me double check it because maybe I'm saying it wrong.
[AGENT][NEUTRAL] OK. And what was the first and last name of the patient?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, yes, looks like this policy is still active and effective. [PII].
[CUSTOMER][NEUTRAL] OK, OK, um, and that's what I have noted from previous visits and such, um, and it's still not based on percentages we, um, can you send me a fax of the fee schedule because I know if it's not on there it's not covered is that accurate still?
[AGENT][NEUTRAL] Yes, that's correct, yes. Um, what's your fax number?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][POSITIVE] And then I have one other question because I know we're gonna get the fax which is great.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I just let me know when you're done because I, I know sometimes y'all can't.
[AGENT][NEUTRAL] Oh, I'll, I'll fax it when we get off the call. It'll just take a few minutes. Um, what was the question?
[CUSTOMER][NEUTRAL] Oh, OK. OK. I, uh, in the past I've had like a couple codes and uh I was able to get a price. I didn't know if those prices went up and I should erase what I have or not. Can you check a couple just to see?
[AGENT][NEUTRAL] Uh, sure. What, um, what are the codes?
[CUSTOMER][NEUTRAL] Um, uh, 0120.
[CUSTOMER][NEUTRAL] And then 11:10.
[AGENT][NEUTRAL] Uh let me get that pulled up just a moment.
[AGENT][NEUTRAL] OK, let me check that.
[AGENT][NEUTRAL] OK. 0120.
[AGENT][NEUTRAL] Uh, $29 for that, and 1110 is $60.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, that's what we have. I just want to make sure I had the correct information to get me started, um, and it's still the Carrington fee schedule, right?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So that's uh let me see.
[AGENT][NEUTRAL] I, I don't see Carrington on here. I mean, we've got a list of all of our allowables for all of the codes, so that's the max we'll pay.
[CUSTOMER][NEUTRAL] Oh gosh.
[CUSTOMER][NEUTRAL] OK, I know, well, I know in the past it was Carrington, but.
[AGENT][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] Uh, do.
[AGENT][NEUTRAL] Let me double check, hold on.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Looks like this is a secondary so her primary has been paying so maybe we haven't had to submit.
[CUSTOMER][NEUTRAL] To y'all, I'm not sure.
[AGENT][NEUTRAL] Yeah, because we haven't received a claim. Last claim on file we have is from [PII].
[CUSTOMER][NEUTRAL] Yeah, that's what I'm saying too.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I don't know. I mean, I'll put whatever you tell me, but I know.
[CUSTOMER][NEUTRAL] When I called last year, I spoke to somebody and they said it was [PII] still, but I know that could change.
[AGENT][NEUTRAL] OK, yes, that's correct, yeah, but you'll file the claims with us, so.
[CUSTOMER][POSITIVE] OK, OK, awesome alright and is there a reference number for today? I do appreciate your help.
[AGENT][NEUTRAL] Uh, reference number is just my name, [PII], first initial to last name [PII], and today's date.
[CUSTOMER][POSITIVE] Alright, alright, and I'll just look for the fax, Miss [PII], thank you so much.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.