AccountId: 011433970860
ContactId: 420a2dc3-e9bb-46d4-8dd9-e8261896c633
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 249190 ms
Total Talk Time (AGENT): 67978 ms
Total Talk Time (CUSTOMER): 113928 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/420a2dc3-e9bb-46d4-8dd9-e8261896c633_20250318T13:57_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling you from a dental practice. My name is [PII] again, and um this is I'm calling from Clius Family Dental. I don't know what information you need from me.
[AGENT][NEUTRAL] You're calling to verify benefits and eligibility?
[CUSTOMER][NEUTRAL] Yes, well, yes and no, I wanna know because I already got that information but I wanna know if the payments come to the provider or they go to the um the patient.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Can I have a the spelling of your name and a callback number and the policy number and I'll be able to assist you.
[CUSTOMER][NEUTRAL] Yes, thank you. OK, my name is [PII] and then phone number is [PII].
[AGENT][NEUTRAL] Could you provide me the spelling of your name?
[CUSTOMER][NEUTRAL] [PII] I know your wife, when she came, she goes, I'm gonna have him get it done. He needs.
[AGENT][NEUTRAL] Oh you were saying [PII]. Can I have that policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, it is 02141438.
[AGENT][NEUTRAL] [PII], could you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] It is [PII], [PII] Last name is [PII] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you and you're calling to verify if payment is sent to the provider. So as long as the assignment of benefits are signed [PII], the pay the payment will go to the provider.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, and how will we know that? What do you mean exactly if the benefits are assigned?
[AGENT][NEUTRAL] The benefit of the signing of benefits you guys give them that to sign at your office.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] Like when you, I'm not sure what is the form called, but there's a letter, there's some type of form that you, your patient sign to give you permission to submit the claim to the insurance insurance company and receive payment.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh really? See, uh, that's the reason why I'm calling because this is a total new insurance for us. We never dealt with you guys, so let me put you on a brief hold, OK?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hey, OK, one more question, um, do you guys have a fee schedule?
[AGENT][NEUTRAL] Assignment.
[AGENT][NEUTRAL] It's based on user and customary.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If that makes sense.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So based on the UCR fees?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] ER fees, OK.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today? Did you find out what the assignment of benefits was?
[CUSTOMER][POSITIVE] That is all I needed.
[CUSTOMER][NEUTRAL] No, that is it.
[CUSTOMER][NEUTRAL] Yes, yes, she did that she said that we do have that form, but she just wanted to know, um, uh, about the the UCR fees, but yeah, I think we should be clear.
[AGENT][POSITIVE] It's based on user and customer. Alright [PII], thanks for calling APL and have a great day.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you ma'am have a great day bye bye.
[AGENT][POSITIVE] Thanks. Goodbye.