AccountId: 011433970860
ContactId: 4066478c-1d06-4a74-a0bf-51c937df3086
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172100 ms
Total Talk Time (AGENT): 89080 ms
Total Talk Time (CUSTOMER): 57403 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/4066478c-1d06-4a74-a0bf-51c937df3086_20250401T12:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm calling from North Cut Dental, and I have a patient that has turned in you guys' insurance, and I don't believe we have ever accepted it before. I want to make sure we were in network and I needed a breakdown of the policy.
[AGENT][NEUTRAL] OK, I can barely hear you.
[CUSTOMER][NEUTRAL] OK, is that any better?
[AGENT][NEUTRAL] That's a little better, um, and I missed your first name?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] My name's [PII].
[AGENT][NEUTRAL] [PII], what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] It is gonna be 02259652.
[AGENT][NEUTRAL] OK, what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] and that's a direct line.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, thank, thank you. And what's your fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, give me one moment to pull up the file.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] all that
[AGENT][NEUTRAL] And if if you can verify the patient's name and date of birth for me?
[CUSTOMER][NEUTRAL] Yes ma'am, it's gonna be [PII] [PII].
[AGENT][NEUTRAL] Alright, thank you for that information, [PII]. I'm sorry, [PII], I'm showing that the policy effective date is [PII]. Uh, this policy is active at this time. Um, there is no, um, network affiliated with this policy. It's based off of UCR, and I can fax the schedule of benefits to you if you would like.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes ma'am please.
[AGENT][NEUTRAL] OK, um, on that schedule it will include of course the calendar year max information and deductible information, uh, the common limitations, exclusions, um, it will list each procedure code that's covered by this policy.
[AGENT][NEUTRAL] Um, it'll have our claims mailing address, payer ID, and, uh, fax number listed.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Of course, the frequencies are on there as well. It's about 9 pages including the cover page.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you keep oh, you should receive that within the next 2 to 5 minutes.
[CUSTOMER][POSITIVE] OK, thank you so very much for your help.
[AGENT][NEUTRAL] I don't show any
[AGENT][NEUTRAL] Oh, you're welcome, uh, [PII], and I don't show any history, um, for the patient at this time.
[CUSTOMER][POSITIVE] OK, no history. OK, perfect, thank you so much. I do appreciate it.
[AGENT][POSITIVE] Oh, you're welcome and thank you, thank you, [PII]. Did you have any other questions?
[CUSTOMER][POSITIVE] No, ma'am, that's it. Thank you and you have a good day. Uh huh mhm bye bye.
[AGENT][POSITIVE] OK, thanks for calling.
[AGENT][POSITIVE] You too, thanks for calling APL have a good day.