AccountId: 011433970860
ContactId: 7b1bcfe1-ce1e-4423-a7fa-de36fc2b0a4c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 507630 ms
Total Talk Time (AGENT): 128347 ms
Total Talk Time (CUSTOMER): 59189 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=-2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/7b1bcfe1-ce1e-4423-a7fa-de36fc2b0a4c_20250606T16:01_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to see if this patient is active.
[AGENT][NEUTRAL] Sure, I can assist you with the eligibility. May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And Miss [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 00607315.
[AGENT][NEUTRAL] Right, thank you. What's the name of the facility you're calling from, Miss [PII]?
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Louisiana Dental Center.
[AGENT][NEUTRAL] Thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. All right, and you say you need eligibility. We have an effective date of [PII]. It is active at the moment.
[CUSTOMER][NEUTRAL] OK, is this a discount plan or a breakdown or?
[AGENT][NEUTRAL] Um, we do pay based on the codes. We pay a flat amount on the codes. Um, I can go ahead and send you a fax back if you need it. Hm.
[CUSTOMER][NEUTRAL] Please, yes.
[AGENT][NEUTRAL] OK, and what is the fax number?
[CUSTOMER][NEUTRAL] And what's the maximum?
[AGENT][NEUTRAL] Um, and
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so it's um [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me see what's the max on this 11 moment.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] OK, so this one has a maximum benefit of $1000 per covered person per calendar year with a $50 deductible, and this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. And do you mind holding for me while I send this fax to you right now? OK, thank you. One moment.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] What's the last name
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Ms. [PII]. Yeah, I went ahead and send that over to you. It should be there in a few minutes. Is there anything else I'm gonna help you with today?
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Ms. [PII].
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding, Ms. [PII].
[CUSTOMER][NEUTRAL] Hello, you there?
[AGENT][NEUTRAL] Yes, I'm here. OK, uh, when is it?
[CUSTOMER][NEUTRAL] Hey, were you able to get the information?
[AGENT][NEUTRAL] Yes, I did send it over to you. It should be there in a few minutes. It's been sent about 1 minute or 2, so it should be there in a few minutes, OK?
[CUSTOMER][NEUTRAL] OK, and what was your name?
[AGENT][NEUTRAL] My name is [PII]'s [PII].
[CUSTOMER][NEUTRAL] OK, and you said that you just pay up into the allowed amount?
[AGENT][NEUTRAL] Correct. We pay uh a flat amount based on the codes. So, um the fax pack that I send has the listed codes that we covered with the amount that we cover for each code. So it's a flat amount on each code.
[CUSTOMER][NEUTRAL] OK, so there's no percentages or anything?
[AGENT][NEUTRAL] No, there's no percentages on this one.
[CUSTOMER][POSITIVE] OK, alrighty thank you so much you have a great rest of your day.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You also Miss [PII] and thank you for calling APL. mhm bye bye.
[CUSTOMER][POSITIVE] Thanks bye bye.
[AGENT][POSITIVE] You're welcome.