AccountId: 011433970860
ContactId: 893fffbd-f95f-4279-bf48-5ab59ebad7f2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 408869 ms
Total Talk Time (AGENT): 107512 ms
Total Talk Time (CUSTOMER): 129043 ms
Interruptions: 3
Overall Sentiment: AGENT=1.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/893fffbd-f95f-4279-bf48-5ab59ebad7f2_20250415T16:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name's [PII], and I'm calling from a dental provider's office. I'm just checking if I could get some dental benefits sent to me for a patient, please.
[AGENT][NEUTRAL] Yes, Ms. [PII], I can help you with uh sending you a fax with the benefits for a patient. um what is the name of the provider's office you're calling for and your callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And our callback number is [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then can you please give me the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Sure it is, it's under.
[CUSTOMER][NEUTRAL] Well, the wife is our patient, but the insured is her husband.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so the insured is [PII]
[CUSTOMER][NEUTRAL] And his, I'm sorry, what did you ask me for his name and what else?
[AGENT][NEUTRAL] Um, actually, if you wanna give me, the wife is the one that's going to be seen today, is that correct? Or going to be seen at your office? OK. What is her name?
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] Her first name is [PII], last name [PII], [PII]
[AGENT][NEUTRAL] OK and her date of birth and the policy number that she's under.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, OK, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the policy number is 02604339.
[AGENT][NEUTRAL] OK, let me pull that policy up real quick for us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and I'm showing that the policy is active um for [PII], her effective date is [PII].
[AGENT][NEUTRAL] And if you can give me your fax number, I'll send you a fax with the benefit breakdown and fee schedule.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, I can do that it's 304-525.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And we do not have this this um plan in our computer at all so um there's just a couple of things I don't know that it would be on the fax, but I just wanna verify do you guys have a payer ID number for the electronic claims?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes ma'am, let me give that to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It is 60801.
[CUSTOMER][NEUTRAL] OK, and then um there is an address on here of [PII]. Is that where dental claims should be submitted?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and um does it show our doctor in or out of network for this plan?
[AGENT][NEUTRAL] OK, so this plan, um, they can actually go to any, uh, dental office they want to. They don't have to be in that network.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] Oh perfect.
[AGENT][NEUTRAL] It's, um, paid by the UCR.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So they can use anybody.
[CUSTOMER][POSITIVE] OK, I got you.
[CUSTOMER][POSITIVE] OK, that's perfect. OK, yeah, if you could just send me a breakdown of her benefits that would be great.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, um, I'm gonna put you on a quick hold while I get that fax ready for you, Miss [PII], and I will be right back with you. Thank you, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that sounds good, uh huh.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] This
[AGENT][NEUTRAL] That one
[AGENT][NEUTRAL] And she's got UTBA.
[AGENT][NEUTRAL] Come on.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me, Miss [PII]. I have that fax on its way to you now.
[CUSTOMER][POSITIVE] All right thank you so much.
[AGENT][POSITIVE] You're very welcome. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No ma'am.
[AGENT][POSITIVE] OK, well, you have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] OK you too bye bye.
[AGENT][NEUTRAL] Bye bye.