AccountId: 011433970860
ContactId: 8fc9dbcd-2cb2-415e-b3c7-78a4c1184f20
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159449 ms
Total Talk Time (AGENT): 67007 ms
Total Talk Time (CUSTOMER): 40610 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/8fc9dbcd-2cb2-415e-b3c7-78a4c1184f20_20250328T12:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, I'm, I'm trying to get benefits for a patient. I have an office.
[AGENT][NEUTRAL] OK, I can help you. What's your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] Um, 02410987.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Um, the patient's name is [PII] [PII].
[AGENT][NEUTRAL] Alright, thank you for that information and we're checking you said office visit benefits?
[CUSTOMER][NEUTRAL] What was that?
[AGENT][NEUTRAL] Did you say you're needing office visit benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so the policy effective.
[CUSTOMER][NEUTRAL] And it's for dental
[AGENT][NEUTRAL] Oh, OK, so the effective date is [PII]. The policy is active. Do you want the schedule of benefits faxed over to you, [PII]?
[CUSTOMER][POSITIVE] Yeah, that'd be great.
[AGENT][NEUTRAL] And what is your fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And can you um tell me what the fee schedule is that you guys follow?
[AGENT][NEUTRAL] I can let's see, let me pull up the schedule.
[AGENT][NEUTRAL] It's UCR.
[AGENT][NEUTRAL] And the schedule of benefits will include, of course.
[CUSTOMER][NEUTRAL] You see.
[AGENT][NEUTRAL] Mhm. The calendar year.
[AGENT][NEUTRAL] Maximum and deductible information, the category of expenses, percentage levels, um.
[AGENT][NEUTRAL] Let's see, it'll list the frequencies common limitations.
[AGENT][NEUTRAL] The exclusions, um, the claims mailing address, payer ID number.
[CUSTOMER][POSITIVE] Alright, perfect, alrighty.
[AGENT][NEUTRAL] And fax number you should receive it.
[AGENT][POSITIVE] Within the next 2 minutes and any other questions I can help out with today?
[CUSTOMER][POSITIVE] Perfect thanks so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a good day.