AccountId: 011433970860
ContactId: 84a83aee-24f3-47cc-9c25-c05f7e2b0519
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 430089 ms
Total Talk Time (AGENT): 78120 ms
Total Talk Time (CUSTOMER): 67244 ms
Interruptions: 2
Overall Sentiment: AGENT=1.5, CUSTOMER=-1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/84a83aee-24f3-47cc-9c25-c05f7e2b0519_20250521T19:23_UTC.wav
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[AGENT][NEUTRAL] Good afternoon, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, my name is [PII] calling from a dental office. I was just trying to get the breakdown of coverage for a patient, please.
[AGENT][POSITIVE] OK, sure, I can assist you with benefits breakdown. And Miss [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] Thank you and may I have the name of the provider you're calling from?
[CUSTOMER][NEUTRAL] It's oh, Doctor [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It is 02624926.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] any
[CUSTOMER][NEUTRAL] I'm gonna leave one
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you. You need this information given to you verbally or faxed over to you, Miss [PII]?
[CUSTOMER][NEUTRAL] Um, we're at a network, so does that matter?
[AGENT][NEGATIVE] No, it doesn't.
[CUSTOMER][NEUTRAL] Is that correct? Aren't we in a network?
[AGENT][NEUTRAL] Mm, you know, it doesn't matter if you're in network or out of network. We pay you that.
[CUSTOMER][NEUTRAL] OK, yeah, you can
[CUSTOMER][NEUTRAL] OK, it's 803.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 593.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 4511 and can you tell me what fee schedule you pay off of?
[AGENT][NEUTRAL] Um, if, if you participate with Carrington PPO, you can use the fee schedule. If not, um, we pay on the UCR you show customary.
[CUSTOMER][NEUTRAL] Yeah, we do not, we're under, we're under connection dental.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So basically, it's gonna be your fees. It's under uh usual customary rates.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm. And that was [PII] for the fax?
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] OK, do you mind holding for me while I send this out to you while I got you on the line?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Thank you.
[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 Ms. [PII]. Can I send that over to you. It should be there in a few minutes. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Yeah, I've already got some of it. Does she not have a major coverage? Is it just preventative and basic?
[AGENT][NEUTRAL] Just preventative and basic, yeah. No major cover. No, only what's listed. Mhm.
[CUSTOMER][POSITIVE] With no major coverage, no major coverage? OK, alright, OK, alright, thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day, Miss [PII].
[CUSTOMER][NEUTRAL] You as well.
[AGENT][POSITIVE] Thank you. Bye-bye.