AccountId: 011433970860
ContactId: 7f02f154-9793-4345-936d-969dac83d6d4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192309 ms
Total Talk Time (AGENT): 85026 ms
Total Talk Time (CUSTOMER): 79668 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/7f02f154-9793-4345-936d-969dac83d6d4_20250624T15:57_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] I'm sorry, what was your name again?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] Thank you so much and my name is [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] [PII]. And how may I assist you today, Miss [PII]?
[CUSTOMER][NEUTRAL] Uh, yes ma'am. I was calling to see if you could tell me um if I give you my tax ID number if we are considered an in-network provider for this plan.
[AGENT][NEUTRAL] Mm, I can check what type of policy is it and if there's any network, Ms. [PII], because we have a lot of um products, but most of them, they don't have a network. Um, so may I have a callback number just in case we get disconnected, Ms. [PII]?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yeah, yeah, it's [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah, 02558125.
[AGENT][NEUTRAL] Thank you. May I have the name of the facility you're calling from, Ms. [PII]?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yes, Lake Belton Family Dental and dentures.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] Mm OK, thank you. All right. And let's see, so, um, what's the name and date of birth of the patient, Mr. [PII]?
[CUSTOMER][NEUTRAL] So I
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, perfect, thank you. OK, so this one in particular doesn't have any network.
[CUSTOMER][NEUTRAL] Oh OK so there's no in and out, so we use our UCR.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and also can you tell me um.
[CUSTOMER][NEUTRAL] Is there any waiting periods or missing tooth cloths for this plan?
[AGENT][NEUTRAL] Yes, there is a missing tooth cloth, and there is a waiting period as well for any major service including endoonics, periodontics, prosthoonic repair, or surgery. There is a 12 month waiting period, so it looks like they're gonna be out of the waiting period on [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Alright alright
[CUSTOMER][NEUTRAL] [PII], so right, [PII], that's uh waiting period.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] And OK and what what's the effective date?
[AGENT][NEUTRAL] Uh, effective date is [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, alrighty ma'am, and can I get a reference number for this call?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will.
[AGENT][NEUTRAL] You need the spelling or any other information?
[CUSTOMER][NEUTRAL] OK, uh
[CUSTOMER][NEUTRAL] Uh, you said [PII], right?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][POSITIVE] OK all right well thank you so very much I appreciate that you have a good day.
[AGENT][POSITIVE] You're welcome. You as well. Thank you for calling ATL. Bye-bye, Ms. [PII].
[CUSTOMER][POSITIVE] Uh huh yes ma'am bye bye.