AccountId: 011433970860
ContactId: 4feee272-7c40-4fe9-9027-65d28897c1f0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 428420 ms
Total Talk Time (AGENT): 144696 ms
Total Talk Time (CUSTOMER): 199055 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/4feee272-7c40-4fe9-9027-65d28897c1f0_20250219T16:33_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Hello, thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, yes ma'am. I need to find out one if we are in network with y'all and what the fee schedule would be and I can get uh facts of benefits.
[AGENT][NEUTRAL] So I can help you with the benefits and effects of the dental schedule. However, I can't verify if you're in network on certain policies. You have to contact [PII] and I can transfer you, but can I get your name and a callback number and the policy number to verify what type of policy it is?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yes ma'am, my name is [PII]. Callback number is [PII].
[CUSTOMER][NEUTRAL] No extension?
[AGENT][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Uh, the policy number for the patient is 00613225 [PII].
[AGENT][NEUTRAL] Could you repeat the policy number?
[CUSTOMER][NEUTRAL] Sure, 00613225.
[AGENT][NEUTRAL] I do apologize ma'am, but could you repeat it again?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, 00613.
[CUSTOMER][NEUTRAL] 225.
[AGENT][NEUTRAL] I know, um, when you give it to me, it's like it's cutting off, so I hear the 13225.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] OK, hold on, hold on one second, now that's.
[CUSTOMER][POSITIVE] Welcome to Louisiana Dental Center. As one of [PII]'s most unique group dental practices, we've been providing quality dental dental care for over 4 decades, conveniently located at [PII], Louisiana Dental Center is a family dentistry and specialty practice open Monday through Saturday. We always welcome new patients and accept emergencies and walk-ins daily.
[CUSTOMER][POSITIVE] Our mission at Louisiana Dental Center is to provide quality gentle dental care in a comfortable and caring atmosphere. Our courteous and compassionate staff works hard every day to make your visit as pleasant as possible. Please let us know if there's anything we can do to improve your experience at our office at Louisiana Dental Center. Our patients are our first priority.
[CUSTOMER][NEUTRAL] Have an emergency and need to be seen right away? Is a busy schedule making it difficult to plan for your family's needs? Let Louisiana Dental Center help you solve the problem. Our goal is to be available when our patients need us to. OK, can you hear me better?
[AGENT][POSITIVE] Yes I can thank you.
[CUSTOMER][NEUTRAL] OK, let's do this again, um.
[CUSTOMER][NEUTRAL] 00613225
[AGENT][NEUTRAL] I wasn't hearing that 6 for I just wasn't hear the 6.
[CUSTOMER][MIXED] That's OK. My headset sometimes doesn't uh doesn't work very well.
[AGENT][NEUTRAL] Miss [PII], could you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. So this policy is a PPO meaning that she can go wherever she desired to go to answer your question about the network. So there is no network. It's just a standard PPO policy. She can go wherever she desires to go.
[CUSTOMER][NEUTRAL] OK, so then who's the fee schedule under?
[AGENT][NEUTRAL] Uh fee schedules based on a set fee amount, say if there's a procedure code. I'm gonna see you effect, but if there's a procedure code, we would pay that actual amount of the code, say if we pay, say if she was in the cleaning and we, and the fee schedule says is 125, we will pay the 125, but then she will be responsible for.
[CUSTOMER][NEUTRAL] Any extra.
[AGENT][NEUTRAL] The remaining balance. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, so just, just so that I know because, uh, how long will it take to get to to get the fax in?
[AGENT][NEUTRAL] Um, it shouldn't take as long. Do you have an email? I think that would be a little faster.
[CUSTOMER][NEUTRAL] Um, yeah, it's [PII].
[AGENT][NEUTRAL] Give me one moment, give me one moment. I have to download it so I can send it to your email.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So it's not gonna have the patient's information on there due to HIPAA, but what's the email address?
[CUSTOMER][NEUTRAL] Oh, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] [PII]
[CUSTOMER][NEUTRAL] At
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] [PII]. I think I have said something to someone before.
[CUSTOMER][NEUTRAL] [PII], mhm.
[CUSTOMER][NEUTRAL] OK, but do send it by fax because if, if the email if there's no information on it with the person's name, I might let pass over it so if you would fax it to, I would appreciate it.
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] OK, so I sent the dental schedule by the email. So what is your fax number, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] So I have [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so I'm gonna send it over for you. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, um,
[CUSTOMER][POSITIVE] And we are in network with uh Carrington, but I wanna make if you send me over to [PII], I would appreciate it.
[AGENT][NEUTRAL] Oh, see, I had to verify what type of policy you had, so this policy doesn't have a network. It's just a PPO. She can go wherever she desired to go. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] If she wants to go, OK, alright, that's what I need to know. Alright, thank you and do you, uh, is there a reference number for this call?
[AGENT][NEUTRAL] We don't provide those honey, however, you can use my name and today's date as a reference is [PII] and today's date as a reference.
[CUSTOMER][POSITIVE] OK, thank you very much I appreciate it.
[AGENT][POSITIVE] You're welcome and thank you for your patience.
[CUSTOMER][POSITIVE] Uh huh yes ma'am bye bye.
[AGENT][POSITIVE] Thanks for calling APL. Have a good day. Bye.