AccountId: 011433970860
ContactId: 62177481-f55d-42b0-9031-21240c057e34
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 367670 ms
Total Talk Time (AGENT): 78512 ms
Total Talk Time (CUSTOMER): 105823 ms
Interruptions: 0
Overall Sentiment: AGENT=3.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/62177481-f55d-42b0-9031-21240c057e34_20250501T18:25_UTC.wav
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[AGENT][POSITIVE] Thank you
[AGENT][NEUTRAL] For calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yeah, [PII], my name is [PII]. I'm calling from a dental provider's office, um.
[CUSTOMER][NEUTRAL] This is actually our first time hearing of the insurance. Um, the general dentist office gave me like a little bit of a rundown, but I wanted to just verify coverage for someone and just kind of get a breakdown on like how the insurance works.
[AGENT][POSITIVE] Yes, um, I can help you with eligibility and then I can also send you a fax back with the benefit breakdown and fee schedule for you, Miss [PII].
[CUSTOMER][POSITIVE] OK great yeah yeah that'd be great.
[AGENT][NEUTRAL] OK, OK, and what is your um callback number just in case the call gets disconnected I'll be able to call you right back.
[CUSTOMER][NEUTRAL] OK, yeah, it's um [PII].
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then, may I get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] What?
[CUSTOMER][NEUTRAL] Yes, ma'am. So the patient is gonna be the spouse on the policy. Um her name is, um, first name is [PII], it's [PII]
[CUSTOMER][NEUTRAL] And last name is um [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the policy number I have is 2275.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] 068.
[AGENT][NEUTRAL] OK, let me look her up real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. Uh, her effective date is [PII], and if you give me that fax number, I'll get that fax back ready for you and send it over.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's gonna be 812.
[CUSTOMER][NEUTRAL] Um, 282.
[CUSTOMER][NEUTRAL] 306 7.
[AGENT][POSITIVE] Thank you and I'm gonna put you on a quick hold while I get that back.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right
[AGENT][POSITIVE] I've got it sent I'll get right back with you OK?
[CUSTOMER][POSITIVE] OK, yeah, yeah, thank you.
[AGENT][POSITIVE] Alright, you're welcome thank you for holding.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me, Ms. [PII]. I have that fax on its way to you now.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK great thank you so much.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Um, well, I did just kind of just wanna check because the way that they were describing the plan to me it's kind of like a discount basically like the patient pays a percentage of the procedure at our is it at our UCR fee? is that what the fee schedule is that or?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK great alright and is it kind of one of those things where it's pretty much accepted just everywhere like we don't have to like credentials you can just use it anywhere.
[AGENT][POSITIVE] Yes ma'am, that's correct also.
[CUSTOMER][POSITIVE] OK great all right well then yeah thank you so much for doing that. I appreciate it that should be all I needed.
[AGENT][POSITIVE] OK, well you have a wonderful day, Miss [PII] we appreciate you calling APL.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yeah thank you you do the same.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] You're welcome, ma'am. Bye-bye.
[CUSTOMER][POSITIVE] Alrighty bye bye.
[CUSTOMER][NEUTRAL] Bye bye.