AccountId: 011433970860
ContactId: 9e7a3694-5266-4a0f-b71f-b1e84c9394cc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115639 ms
Total Talk Time (AGENT): 51432 ms
Total Talk Time (CUSTOMER): 40657 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/9e7a3694-5266-4a0f-b71f-b1e84c9394cc_20250404T13:39_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling about my patient's benefit.
[AGENT][NEUTRAL] OK, and what was your name?
[CUSTOMER][NEUTRAL] My name is [PII] and you said yours was [PII]?
[AGENT][NEUTRAL] [PII], I think we just spoke.
[CUSTOMER][NEUTRAL] Oh, I'm sorry, yes, OK, I'm calling back because I just got the fax. What is the fee schedule?
[CUSTOMER][NEUTRAL] That is following.
[AGENT][NEUTRAL] Uh, it's
[CUSTOMER][NEUTRAL] For that patient.
[AGENT][NEUTRAL] If you scroll down on the facts, it has a list of all the codes.
[CUSTOMER][NEUTRAL] OK, yes, I see that and then next to the.
[AGENT][NEUTRAL] And then a dollar amount.
[AGENT][NEUTRAL] So that's the amount that we'll pay for each of those codes.
[CUSTOMER][NEUTRAL] OK, so is this like uh um what was I about to say?
[CUSTOMER][NEUTRAL] It's a fee schedule you said plan correct?
[AGENT][NEUTRAL] Right, so we pay a fee based on that schedule of codes.
[AGENT][NEUTRAL] So we'll pay the dollar dollar amount.
[CUSTOMER][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] So you'll pay the dollar amount.
[CUSTOMER][NEUTRAL] OK, and let's see.
[CUSTOMER][NEUTRAL] I'm trying to figure out what's the fees y'all follow.
[AGENT][NEUTRAL] So this is a dental policy where like I said, it, it just, it's gonna pay those dollar amounts attached to each code.
[AGENT][NEUTRAL] So for example,
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] If they get a.
[AGENT][NEUTRAL] A bite wing, 027200272, we will pay $15. That's the max we'll pay.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, and um thank you.
[AGENT][NEUTRAL] OK, and um.
[AGENT][NEUTRAL] OK. Is there anything else I can help with?
[CUSTOMER][NEUTRAL] That is all until I find something else.
[AGENT][POSITIVE] OK, OK, no problem. Thank you for calling APL bye.
[CUSTOMER][POSITIVE] Thank you.