AccountId: 011433970860
ContactId: 6ec909da-2280-4b01-b48a-c15d68fec3c9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190649 ms
Total Talk Time (AGENT): 76515 ms
Total Talk Time (CUSTOMER): 73934 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/6ec909da-2280-4b01-b48a-c15d68fec3c9_20250612T18:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I just need to get a dental benefit breakdown for a patient.
[AGENT][POSITIVE] OK, I can help you with benefits. Could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][NEUTRAL] OK, thank you, [PII], and you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Yes, it is 026.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 20841.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] It is for [PII] [PII].
[AGENT][NEUTRAL] Uh, it looks like I've got the policy effective. It'll be effective on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I can send over a fax spec that outlines the benefits or if there's something you need to go over on the phone, we can do that.
[CUSTOMER][POSITIVE] Perfect and then
[CUSTOMER][NEUTRAL] Yeah, if I could get a fax of that and then I just wanna see if we're um in network with this insurance.
[AGENT][NEUTRAL] Um, they can go to any provider they like.
[CUSTOMER][POSITIVE] Oh, beautiful, that's nice.
[AGENT][NEUTRAL] And then what is your fax number, [PII]?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It is 385-332.
[CUSTOMER][NEUTRAL] 4877.
[AGENT][NEUTRAL] OK, that was [PII]. I'm missing, I'm missing a number. Would you repeat that for me? I'm sorry.
[CUSTOMER][NEUTRAL] Yeah, it's, it's [PII].
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, perfect.
[AGENT][POSITIVE] OK, I will get that sent over and is there anything else I can help with today?
[CUSTOMER][NEUTRAL] So is
[CUSTOMER][POSITIVE] Perfect. And then
[CUSTOMER][NEUTRAL] Yeah, it's are do you guys just pay off of our fees?
[AGENT][NEUTRAL] Uh, we pay reasonable and customary, usual and customary.
[CUSTOMER][NEGATIVE] Our con
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] What is that? I haven't, I haven't ever seen this insurance, so this is my first time, so I don't know.
[AGENT][NEUTRAL] It's just based on what's reasonable and customary for the area that you're in. So, for example, if, if the reasonable and usual customary amount for a cleaning is $100 that's what we'll pay is the $100.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That makes sense.
[CUSTOMER][POSITIVE] OK, sounds, yeah, sounds good.
[AGENT][NEUTRAL] OK. And is there anything else I can help with?
[CUSTOMER][NEUTRAL] And then if I
[CUSTOMER][NEUTRAL] As of right now, no.
[AGENT][NEUTRAL] OK, well I'll get that faxed over just give it a few minutes and then if you have any questions on that, just give us a call back.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Perfect. Thank you so much.
[AGENT][POSITIVE] Thanks for calling APL. Have a great afternoon. Thank you. Bye-bye.
[CUSTOMER][POSITIVE] Have a good one.
[CUSTOMER][NEUTRAL] Bye bye.