AccountId: 011433970860
ContactId: 30fffc33-d697-42fb-892d-fea4ddfaaf5f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 219289 ms
Total Talk Time (AGENT): 72130 ms
Total Talk Time (CUSTOMER): 109106 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/30fffc33-d697-42fb-892d-fea4ddfaaf5f_20250220T15:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, hi, good morning, [PII]. This is [PII], and I'm calling from a dental office and I have, uh, a couple of questions for one of our patients benefit information.
[AGENT][NEUTRAL] OK, [PII], I can help you with benefits. Um, can I please get your call back number and the name of the provider you're calling for?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh yeah, the number is [PII] and uh.
[CUSTOMER][NEUTRAL] Uh, provide this name, right? It's Doctor [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Um, yeah. The name is [PII], uh, with the date of birth, [PII]. And her policy number is 02571301.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] I do show that [PII] does have an active policy and her effective date is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And if you give me your fax number I can send you a fax back with the complete benefit breakdown and fee schedule.
[CUSTOMER][NEUTRAL] Um, well, I already do have, uh, the fax back, and there's just like a couple of questions that I couldn't, you know, find it on the fax back. Um, the starting from, yeah, if fillings a downgrade in this plan or not?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK. And uh the next one is about service history. I just want to see if she has any service history for FMX panel and by wings.
[AGENT][NEUTRAL] OK, can you give me the procedure codes?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, do you want me to shoot them at once or go one at a time?
[AGENT][NEUTRAL] Let's go one at a time.
[CUSTOMER][NEUTRAL] OK. Uh 0 to 10.
[AGENT][NEUTRAL] OK, and this is just to verify benefits it's not a guarantee of payment. Uh, let's look at her, actually [PII] does not have any claims on file.
[CUSTOMER][POSITIVE] OK, alright, that's great.
[AGENT][NEGATIVE] So nothing has been done at all.
[CUSTOMER][NEUTRAL] Mhm mhm. Well, that's great. Um, I guess, well, and the only the codes that are mentioned on the fax back are covered, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. All right. Got it. Well, in that case, um, that's all I needed to know. Um, can I please have a reference ID to this call, [PII]?
[AGENT][NEUTRAL] Yes sir, you can use my name [PII] and today's date.
[CUSTOMER][NEUTRAL] And how do you spell your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Got it. Well, thanks a lot. You've been of help here.
[AGENT][POSITIVE] Thank you, you have a good rest of your week and thanks for calling APL.
[AGENT][POSITIVE] You take care, [PII].
[CUSTOMER][POSITIVE] I thank you.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] You too bye.