AccountId: 011433970860
ContactId: 31cc8406-62b9-45d2-9518-0879022dc9fd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 254289 ms
Total Talk Time (AGENT): 78841 ms
Total Talk Time (CUSTOMER): 113071 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/31cc8406-62b9-45d2-9518-0879022dc9fd_20250217T17:58_UTC.wav
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[AGENT][NEUTRAL] This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. I've got um [PII] on the phone with the provider's office and she's needing help with UCR.
[CUSTOMER][NEUTRAL] For patient, um.
[CUSTOMER][NEUTRAL] Kearns and the policy number.
[CUSTOMER][NEUTRAL] Is 258-9583.
[CUSTOMER][NEUTRAL] And I did uh verify [PII].
[AGENT][NEUTRAL] And what's her callback number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much. You have a good day. Bye-bye.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] with Anderson and Floyee Dentistry. I was calling. We have a patient who is wanting to know how much he is going to pay for his work. Um, it says that you guys cover 80% for fillings, but we, I just wanted to double check what CR was.
[AGENT][NEUTRAL] OK, I can help you with that. What is your zip code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what's the procedure codes?
[CUSTOMER][NEUTRAL] D 2392.
[AGENT][NEUTRAL] Hold on one moment, please.
[AGENT][NEUTRAL] OK, when is he coming in?
[CUSTOMER][NEUTRAL] Um, let me double check. He is coming in on.
[CUSTOMER][NEUTRAL] At the end of March, well, I'm sorry, the beginning of March.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I was just making sure because his policy wouldn't affect it till [PII].
[AGENT][NEUTRAL] OK, any benefits given over the phone is not a guarantee of payment?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] The UCR, what do you all charge for that code?
[CUSTOMER][NEUTRAL] Um, so we are charging out $190 for that.
[AGENT][NEUTRAL] So it is within the UCR, so it'd be 190 times the 80% and he hadn't made his deductible, so it'd be.
[CUSTOMER][NEUTRAL] The $38.
[AGENT][NEGATIVE] Minus the $50 deductible.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] OK, so what is the UCR things? What is like the highest you guys would pay?
[AGENT][NEUTRAL] It'd be
[CUSTOMER][NEUTRAL] Because he does have several fillings I just wanna know.
[CUSTOMER][NEUTRAL] 2345
[AGENT][NEUTRAL] Uh, it just depends on what the code is. I can't really give you the UCR. I'm gonna just tell you if it's within the UCR.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, could I give you.
[CUSTOMER][NEUTRAL] Uh, that one should be OK. Could I give you a few more codes, 2 more codes, 3 more codes, just check.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, D2391.
[AGENT][NEUTRAL] And what do you charge for that?
[CUSTOMER][NEUTRAL] 180.
[AGENT][NEUTRAL] It is within the U UCR as well.
[CUSTOMER][NEUTRAL] OK, so we have 3 of those, um, OK, the next one is D2.
[CUSTOMER][NEUTRAL] 330.
[AGENT][NEUTRAL] 330.
[AGENT][NEUTRAL] And what do you charge for that?
[CUSTOMER][NEUTRAL] 1:30.
[AGENT][NEUTRAL] It is within the UCR, so it'd be the 80%.
[CUSTOMER][NEUTRAL] 80% OK.
[CUSTOMER][NEUTRAL] And then there's one more um D2331.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the charge for that?
[CUSTOMER][NEUTRAL] 160.
[AGENT][NEUTRAL] It is within the UCR.
[CUSTOMER][POSITIVE] OK perfect that is all the information I needed.
[AGENT][POSITIVE] OK. Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][POSITIVE] Yep you too.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye.