AccountId: 011433970860
ContactId: 3dd6ef24-627e-4749-a19c-b549c7cbb74f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196809 ms
Total Talk Time (AGENT): 86229 ms
Total Talk Time (CUSTOMER): 61077 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/3dd6ef24-627e-4749-a19c-b549c7cbb74f_20250102T13:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi there, my name is [PII] calling from Capstone Dental. How are you?
[AGENT][NEUTRAL] OK, I can barely hear you. Did you say your name is [PII]?
[CUSTOMER][NEUTRAL] I'm so sorry. Yes, my name is [PII]. Is that better?
[AGENT][NEUTRAL] Do you have me on speaker?
[CUSTOMER][NEUTRAL] No, I don't actually. This phone's been really funny for me. I'm so sorry.
[AGENT][NEUTRAL] OK. OK. You sound far away.
[AGENT][NEUTRAL] It's OK. So, I have [PII]. You said you're calling for dental benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what's the policy number?
[CUSTOMER][NEUTRAL] I don't have the insurance card. The patient wrote it down as um 70055.
[CUSTOMER][NEUTRAL] I have a social security if you need it.
[AGENT][NEUTRAL] And what is that?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] In the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And her date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I have the policy number if you would like.
[CUSTOMER][NEUTRAL] Sorry, can you repeat that for me?
[AGENT][NEUTRAL] I have her policy number if you would like the policy number.
[CUSTOMER][POSITIVE] That would be great, thank you.
[AGENT][NEUTRAL] OK, so it's 2.
[AGENT][NEUTRAL] 55.
[AGENT][NEUTRAL] 554 8.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The effective date is [PII]. Uh, the policy is active at this time, and would you like the schedule faxed over to you?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] That would be great, thank you.
[AGENT][NEUTRAL] And what's your fax number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so that's [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, you should receive the fax within the next 5 to 7 minutes. Um, it will include everything but the history, so it'll include the calendar maximum deductible information, uh, common limitations exclusions, uh, our claims mailing address, payer ID, and fax number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it will also list uh huh.
[CUSTOMER][NEUTRAL] OK, do you know the um
[CUSTOMER][NEUTRAL] Yeah, uh, do you know the fee schedule?
[CUSTOMER][NEUTRAL] I'm I
[AGENT][NEUTRAL] That's what I'm faxing over.
[CUSTOMER][NEUTRAL] Oh, OK, that's fine.
[AGENT][NEUTRAL] Yeah, yeah, it'll list each procedure code that's under the covered under the policy and the payable amount or the percentage uh of covered expense.
[CUSTOMER][POSITIVE] Great, alright, thanks so much I really appreciate it.
[AGENT][NEUTRAL] All right. Anything else I can assist with today?
[CUSTOMER][POSITIVE] No, that's everything. Thank you so much. Have a good day.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thanks. Bye. You too, bye.