AccountId: 011433970860
ContactId: 8bfad174-aef2-4b00-8a7c-a1526968c546
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 183550 ms
Total Talk Time (AGENT): 65415 ms
Total Talk Time (CUSTOMER): 57870 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/8bfad174-aef2-4b00-8a7c-a1526968c546_20250604T16:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, hi. Just checking if there's any use amount for maximum and deductible of the patient's plan.
[AGENT][NEUTRAL] OK, I can help you um with the benefits for the patient. May I please get your name and your callback number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Uh yes. My name is [PII]. Callback number [PII] from Kyle Parkway Dentistry.
[AGENT][NEUTRAL] OK, and then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, I have here 02615799. [PII], [PII].
[AGENT][NEUTRAL] OK, let me pull that up real quick.
[AGENT][NEUTRAL] OK, it's gonna be just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so looking at Miss [PII]'s policy and this is just to verify her benefits, it's not a guarantee of payment, she still has her full um benefit maximum left and she still has her $50 deductible left to pay.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Thank you. And then lastly, I'll just need a reference number.
[AGENT][NEUTRAL] Yes ma'am, you can use my name [PII] and today's date.
[CUSTOMER][NEUTRAL] Thank you. And sorry, um, just forgot, um because uh we are uh needing to know if we are in or out of the network with the plan and what fee are we following. Uh, where can we check it?
[AGENT][NEUTRAL] Actually the insured can use any provider that she chooses to use we pay by the UCR code fee schedule.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, paid, paid by UVR.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] I see. Um, thank you for that information. And that's all the information needed. Have a great day.
[AGENT][POSITIVE] Well, you too, Miss [PII] and thank you so much for calling APL. You have a wonderful day also.
[AGENT][NEUTRAL] Mm bye-bye.