AccountId: 011433970860
ContactId: 6c753f8e-0a52-4a88-9120-925c4638a612
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 368399 ms
Total Talk Time (AGENT): 131564 ms
Total Talk Time (CUSTOMER): 119090 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/6c753f8e-0a52-4a88-9120-925c4638a612_20250616T14:09_UTC.wav
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[AGENT][NEUTRAL] This is [PII] with APL. How can I help you today?
[CUSTOMER][NEUTRAL] Uh, good, good morning. I'm calling from North Houston Dentistry. Um, I have a patient trying to make an appointment with us, but I wanted to see if, uh, we take his insurance. I'm calling from a dental provider's office.
[AGENT][NEUTRAL] OK, and who am I speaking with?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And what's a good call back number in case we get disconnected, [PII]?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] Uh, he gave me.
[CUSTOMER][NEUTRAL] 01714287
[AGENT][NEUTRAL] OK, let me pull it up.
[AGENT][NEUTRAL] You said 01714287?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] What's his name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] and his date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, give me just a second.
[AGENT][NEUTRAL] OK, here we go.
[AGENT][NEUTRAL] Alright, give me just a moment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] All right. Um, it looks like he gave you the policy number to a different, uh, policy, but I do have his policy number here whenever you're ready for it.
[CUSTOMER][NEUTRAL] I'm so sorry I didn't get to hear that. What was that?
[AGENT][NEUTRAL] Uh, the policy number he gave you was to something that wasn't his dental policy, but I do have his dental policy number here if you'd like it.
[CUSTOMER][POSITIVE] Oh yes please.
[AGENT][NEUTRAL] OK, you're just gonna change the last number to 6, so it's 01714286.
[CUSTOMER][NEUTRAL] OK and then um his dental insurance is with you guys or it's with somebody else?
[AGENT][NEUTRAL] It's with us. Uh, would you like a fax back?
[CUSTOMER][NEUTRAL] Uh, yes, please, he's coming in today at [PII] because he said he's feeling in pain. Um, I just told him, uh, we take any insurances as long as the PPO plan. He told me it was a PPO plan, is that correct?
[AGENT][NEUTRAL] Um, so this is not a PPO. We don't go, uh, in or out of network as long as it's a service that's, uh, covered, uh, on the fax back we will honor those benefits, um, but we don't, we're not in network or out of network.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so, um, and that fax back will it say like your insurance claim address and like your payer ID and all of that?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and then, um, as well, do you, so it's like a fee schedule or?
[AGENT][NEUTRAL] Uh, yes, it goes by UCR.
[CUSTOMER][NEUTRAL] UCR
[CUSTOMER][NEUTRAL] OK, and then, um, so like in this type of plans where they have like missing two calls and waiting periods?
[AGENT][NEUTRAL] Yes, it will have that in here. Um, let me see real quick. It does have a missing tooth cloth.
[CUSTOMER][MIXED] OK, but no waiting periods?
[AGENT][NEUTRAL] There are some waiting periods. Um, it looks like for preventative FMX, uh, basic and basic restorative, it's a 0-month waiting period. It's 12 months waiting period for any major endotic periodontic, prosthetic repair, and oral surgery.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Major.
[CUSTOMER][NEUTRAL] So for like the codes um 7210 and 72 uh 230 that would be like a waiting period, right? Because that's oral surgery.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] What was it? 72.
[CUSTOMER][NEUTRAL] 7210 and 7230.
[AGENT][NEUTRAL] They are covered. Um, and if it's a waiting period of 12 months, this policy, uh, became active on [PII], so he should be fine.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK, so then that means there shouldn't be no waiting period because it's since [PII], right?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right, um, what's the fax number you'd like me to send this to?
[CUSTOMER][NEUTRAL] OK uh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, and just to confirm that I have [PII], correct?
[CUSTOMER][POSITIVE] You can just put answer uh yes ma'am.
[AGENT][NEUTRAL] OK, I just sent that over to you.
[CUSTOMER][POSITIVE] OK, sounds good then uh I'll just go ahead and expect and then if anything I'll just give you guys a call back.
[AGENT][NEUTRAL] Yeah, um, you should expect it within the next, it should be under 1 hour, um, next 5 to 10 minutes maybe.
[CUSTOMER][POSITIVE] OK, OK, sounds good. If anything, like I said, I'll just give you a call uh back. OK, uh, thank you so much for your help then.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.