AccountId: 011433970860
ContactId: 7ed64af4-2b9d-4385-838b-496ed2b7ad51
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129059 ms
Total Talk Time (AGENT): 77099 ms
Total Talk Time (CUSTOMER): 42115 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/7ed64af4-2b9d-4385-838b-496ed2b7ad51_20250122T16:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling UPL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling from a provider's office. I was wanting to see if you could help me find some benefits for my patient.
[AGENT][NEUTRAL] OK, and is this for service in a doctor's office?
[CUSTOMER][NEUTRAL] Dental office.
[AGENT][NEUTRAL] Dental, OK, what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] It is 025569553.
[AGENT][NEUTRAL] Mhm and a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and would you like the schedule faxed to you?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] And what is that number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, give me a moment to pull up the file and we can verify the patient and then proceed from there.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah OK.
[AGENT][NEUTRAL] And if you can verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth is just a sec uh [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you for that. I'm showing an effective date of [PII]. Uh, policy is currently active at this time. I do not show any claims on file um for this patient. Um, the schedule of benefits will include uh the calendar year maximum and deductible information per calendar year.
[AGENT][NEUTRAL] Um, the frequencies, the common limitations, exclusions, um, it'll list each procedure code that's covered by this policy, and then it will also provide the payer ID number, mailing address, and fax number in which to submit the claim, and you should receive it within the next 5 to 7 minutes.
[CUSTOMER][NEUTRAL] Oh, OK, great. The only other question I would have is what kind of fee schedule am I supposed to use for this plan?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] So Carrington PPO network is the um network of contracted providers.
[CUSTOMER][POSITIVE] OK, that works for me then.
[AGENT][NEUTRAL] OK. Any other questions?
[CUSTOMER][POSITIVE] No ma'am, that is all thank you so much.
[AGENT][NEUTRAL] Alright, alright, expect to receive within the next 5 to 7 minutes.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome, [PII]. If no other questions, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.