AccountId: 011433970860
ContactId: 5adc22ad-b9a8-4b66-9a07-915b9cbbbdb2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 399299 ms
Total Talk Time (AGENT): 118098 ms
Total Talk Time (CUSTOMER): 125966 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/5adc22ad-b9a8-4b66-9a07-915b9cbbbdb2_20250616T15:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] She
[CUSTOMER][POSITIVE] Hi, yes ma'am. How are you doing today?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][POSITIVE] Wonderful thank you. I was calling to verify eligibility and benefits for a patient please.
[AGENT][POSITIVE] I can help you with eligibility and benefits. Who am I speaking with?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And what's a good call back in case we get disconnected, [PII]?
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] I have 01714287.
[AGENT][NEUTRAL] Give me just a moment to look that up.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I can
[AGENT][NEUTRAL] And is this for dental?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Sorry um.
[CUSTOMER][POSITIVE] and we can take care of it.
[CUSTOMER][NEUTRAL] You're currently
[AGENT][NEUTRAL] Can I get you to verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] That's gonna be [PII], uh [PII].
[CUSTOMER][NEUTRAL] Um
[AGENT][POSITIVE] OK, thank you so much for verifying that with me.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] And where are you calling from?
[CUSTOMER][NEUTRAL] Uh, uh, [PII].
[AGENT][NEUTRAL] Um, I'm sorry, I'm at the d.
[CUSTOMER][POSITIVE] Were you wanting our office name? I'm so sorry.
[AGENT][NEUTRAL] The, uh, it's OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's Monday morning. I don't know what I was thinking. Castle Dental.
[AGENT][NEUTRAL] It's Casa Dental.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, um, the policy number he gave you is not um.
[AGENT][NEUTRAL] His dental policy number?
[CUSTOMER][NEUTRAL] It's not that always happens.
[AGENT][NEUTRAL] It, no, but the only change is, is it'll be a 6 at the end instead of a 7, so 1714286.
[CUSTOMER][NEUTRAL] Oh, OK, hm.
[CUSTOMER][NEUTRAL] He listed his group number with letters APL 20,000. How many zeros is that? 123, 400, is that correct?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] AP APL is the name of the company has his dental insurance through. Let me check.
[AGENT][NEUTRAL] Um, no, his group number.
[CUSTOMER][NEUTRAL] Oh what?
[AGENT][NEUTRAL] is 15.
[AGENT][NEUTRAL] 844.
[CUSTOMER][NEUTRAL] OK, is this an HMO or a PPO policy?
[AGENT][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] He listed it as an HMO policy.
[AGENT][NEUTRAL] Um, well, we are in or out of network as long as the, uh, services are covered under his FAA or under his policy, um.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][POSITIVE] We honor the benefits being paid.
[AGENT][NEUTRAL] Um, we don't, this one doesn't participate in a network.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Let me see if I can pull it.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] um
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And yes, he goes by a percentage of UCR is how this.
[AGENT][NEUTRAL] This policy is uh laid out.
[CUSTOMER][NEUTRAL] So then what's his plan maximum?
[AGENT][NEUTRAL] His maximum is 1500.
[AGENT][NEUTRAL] Her calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Let me see, do you do fax packs?
[AGENT][NEUTRAL] Yes, ma'am, I do. Give me just one moment.
[CUSTOMER][POSITIVE] Excellent thank you.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Give me just one moment here.
[CUSTOMER][POSITIVE] Yes ma'am, thank you.
[AGENT][NEUTRAL] And what's a good fax number to send this to?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] Alright, and to confirm I have [PII] correct?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright I just sent that fax over to you.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, ma'am, uh, if I have any questions I'll have to call back once I get that fax.
[AGENT][NEUTRAL] Alright, uh, you should expect it in about 5 to 10 minutes, OK?
[CUSTOMER][POSITIVE] OK excellent thank you so much I really appreciate it.
[AGENT][POSITIVE] Thank you for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You as well bye.
[AGENT][NEUTRAL] Bye.