AccountId: 011433970860
ContactId: 71d6f740-f0bc-49f5-b5b7-c3c6644202c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148360 ms
Total Talk Time (AGENT): 62002 ms
Total Talk Time (CUSTOMER): 68453 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/71d6f740-f0bc-49f5-b5b7-c3c6644202c1_20250123T16:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling with Twenty1st Century Dental. I'm trying to get a faxack of benefits for a patient.
[AGENT][NEUTRAL] OK, absolutely. Uh, what is the patient's policy number, [PII]?
[CUSTOMER][NEUTRAL] I have 02554446.
[AGENT][NEUTRAL] Alright, let me pull this up, and do you have a good callback number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I do. It's [PII].
[AGENT][POSITIVE] Thank you so much. Um, what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] [PII] in [PII].
[AGENT][POSITIVE] Thank you so much. So patient plan is active. The effective date on here is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then what's a good fax number to send this to?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] Just to confirm, [PII], is that correct?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] Alright, so I'll send that.
[CUSTOMER][NEUTRAL] And do you show that we are in network with this plan? I'm, I'm wondering because I've just personally never heard of this insurance company, so I just wanna make sure um we are in network.
[AGENT][POSITIVE] Yeah, no worries. Let's see here if this one even.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So yeah it doesn't look like networks required for usage the plan just pays off of UCR.
[CUSTOMER][NEUTRAL] Let me see
[CUSTOMER][NEUTRAL] What does that mean?
[AGENT][NEUTRAL] Usual customary reasonable fee, so like preventative cost it would pay mhm exactly.
[CUSTOMER][NEUTRAL] It's like a fee schedule?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So on that breakdown is that fee schedule attached to it?
[AGENT][NEUTRAL] It is uh-huh, yeah.
[CUSTOMER][POSITIVE] Awesome, OK, perfect.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect, good information.
[CUSTOMER][POSITIVE] Perfect. Well, I will be looking for that fax. Thank you so much for all your help.
[AGENT][POSITIVE] You're very welcome. Have a good rest of your day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.