AccountId: 011433970860
ContactId: 8c57f7e7-2ffd-4a5d-bb64-d79838802707
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178330 ms
Total Talk Time (AGENT): 57638 ms
Total Talk Time (CUSTOMER): 86279 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/8c57f7e7-2ffd-4a5d-bb64-d79838802707_20250606T17:19_UTC.wav
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[AGENT][POSITIVE] Good Afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, hi, this is [PII] from a uh dental provider. I would like to see if uh we are in network. This is the first time that I hear about this um insurance. Can you just
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And Ms. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] Let me know.
[CUSTOMER][NEUTRAL] Uh, remember, give me an ID number is 02635355.
[AGENT][NEUTRAL] I'm sorry, give that to me one more time.
[CUSTOMER][NEUTRAL] 02635355.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Mhm. So So [PII], [PII].
[AGENT][NEUTRAL] OK, I'm showing that effective of [PII] of this year, policy is active, and if you like, I can send you a fax back.
[CUSTOMER][NEUTRAL] OK, are we, can you check if we are in network on our network?
[AGENT][NEUTRAL] We don't have a network, so the policy is open to where the insured can go to any dental provider and we do take assignment.
[CUSTOMER][NEUTRAL] Oh, OK, OK, um, if you send me a fax code that I have the physical address and the, uh, payer ID for claim.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, um, now it's since this is a fairly new policy, any waiting periods or?
[AGENT][NEUTRAL] Uh, no, but there is a missing tooth cross. I'm sorry?
[CUSTOMER][NEUTRAL] Anything that we should know limitations?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, missing tooth lo, how long is that?
[AGENT][NEUTRAL] I'm sorry, say again.
[CUSTOMER][NEUTRAL] For the missing tooth cloths, what's the limitation on that one?
[AGENT][NEUTRAL] The tooth has to be missing prior to or while the policy was in effect.
[CUSTOMER][NEUTRAL] That's right, I see.
[CUSTOMER][NEUTRAL] OK. I'll go ahead and I'll give you a fax number. That will be [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 952.
[CUSTOMER][NEUTRAL] 2271.
[AGENT][NEUTRAL] OK, that's [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Mm, yes, uh, let me see.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Well, I never heard of it. I wish I could have like a full breakdown, but um, it, what is the patient's group number?
[AGENT][NEUTRAL] The group number is 70102.
[CUSTOMER][POSITIVE] Perfect. OK, I'll wait for that fax. Thank you for helping time.
[AGENT][POSITIVE] Oh, you're welcome. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.