AccountId: 011433970860
ContactId: 5d7c5e41-c839-4f8a-b856-0ee625091488
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108389 ms
Total Talk Time (AGENT): 50715 ms
Total Talk Time (CUSTOMER): 40887 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/5d7c5e41-c839-4f8a-b856-0ee625091488_20250326T14:32_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I am calling from a dental office. We have a patient who's got um the APL dental insurance. We were wondering how we obtain a fee schedule for them.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I can help you, [PII], what's the policy number?
[CUSTOMER][NEUTRAL] It is 774982.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And verify the patient's name and date of birth please.
[CUSTOMER][NEUTRAL] [PII], um, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you stated that you're requesting a uh schedule a schedule be faxed over to you?
[CUSTOMER][POSITIVE] Yes, please, a fee schedule that would be great.
[AGENT][NEUTRAL] OK, and what is that fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, you should receive the schedule within the next 2 to 5 minutes.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] And um it will include the calendar your maximum deductible information, a common limitations exclusions, frequencies, and each procedure code that's covered under this policy, um, as well as the claims mailing address, payer ID, and, um, fax number, so pretty detailed probably about 7 pages including the cover sheet.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it'll have all the the fees with the codes.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, thank you so much I appreciate your help.
[AGENT][POSITIVE] Oh, you're welcome, [PII]. Anything else we can help out with today?
[CUSTOMER][NEUTRAL] Nope, that's it.
[AGENT][POSITIVE] Alrighty thank you for calling APL have a good day.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][NEUTRAL] Bye bye.