AccountId: 011433970860
ContactId: 8056cf65-9b45-4277-8455-c266a29568a0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190639 ms
Total Talk Time (AGENT): 66083 ms
Total Talk Time (CUSTOMER): 95457 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/8056cf65-9b45-4277-8455-c266a29568a0_20250520T19:31_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, uh, good morning, uh, uh, good afternoon. My name is [PII] and I just called a little while ago, but I still need a little help on a patient of mine that's in office.
[AGENT][POSITIVE] OK, I'm happy to take a look. Do we have a policy number? How can I help?
[CUSTOMER][NEUTRAL] I, I do.
[CUSTOMER][NEUTRAL] Give me one second, let me pull up my policy number. Um, my policy number is 02607024.
[AGENT][NEUTRAL] And then just need to verify uh the patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] Yeah, it's [PII] and it's [PII].
[AGENT][NEUTRAL] OK. And we're looking for dental coverage. Is that correct, [PII]?
[CUSTOMER][NEGATIVE] Yes, yes, ma'am, we are. Um, I was supposed to uh get a fax, um, and it just, it never came through.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm, sorry. OK.
[CUSTOMER][NEUTRAL] No, that's OK. I just wanna just make sure.
[AGENT][NEGATIVE] Let me try and refund.
[CUSTOMER][NEUTRAL] That um I have the right information before the patient is seen.
[AGENT][POSITIVE] Yeah, absolutely. What do you need to verify?
[CUSTOMER][NEUTRAL] So, um, is this patient, um, is the employer under Wagler Staff Solutions?
[AGENT][NEUTRAL] Let me see here one moment uh.
[AGENT][NEUTRAL] Uh, yes, Wagner Service Solutions and I have a group number for them is 70076.
[CUSTOMER][NEUTRAL] OK. And this is the uh
[CUSTOMER][NEUTRAL] Through Covington, correct? the the fee schedule?
[AGENT][NEUTRAL] So the policy partici participates in the Carrington PPO network. Um, it's not required for usage. The plan itself just pays off of UCR.
[CUSTOMER][NEUTRAL] Oh, OK, and they'll pay like, um, I have diagnostic at 100 and X-rays at 80, and everything, uh, restorative is 80% and nothing else is covered, is that correct?
[AGENT][NEUTRAL] Yeah, so the patient plan is just preventative at 100% and then FMX and basic at 80%. Uh, they do not have any sort of major coverage on their plan at all.
[CUSTOMER][NEUTRAL] OK. All right, that is all I needed to know, um, just because I was waiting for the facts because I wasn't sure of what I was looking at. I was correct and since I didn't get the facts. I was just making sure. So this is just a regular traditional plan with preventive diagnostic only no basic, um, there's just no basic or major on here.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] There's just no major. There is basic, but no major.
[CUSTOMER][POSITIVE] OK, thank you so very much. I appreciate it.
[AGENT][POSITIVE] You're welcome. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.