AccountId: 011433970860
ContactId: a809223f-4343-452b-879b-7d52de78b8fe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166919 ms
Total Talk Time (AGENT): 66542 ms
Total Talk Time (CUSTOMER): 77857 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/a809223f-4343-452b-879b-7d52de78b8fe_20250227T18:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm just calling to get um some clarity on uh the patient's insurance.
[AGENT][POSITIVE] OK, I'm happy to check benefits for you. Do you have their policy number?
[CUSTOMER][NEUTRAL] Yeah, that would be 258.
[CUSTOMER][NEUTRAL] 0931.
[AGENT][NEUTRAL] OK thank you let me pull that up here.
[AGENT][NEUTRAL] And then if I could get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Her date of birth is [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] All right. So are we looking for dental benefits or medical?
[CUSTOMER][NEUTRAL] Dental.
[AGENT][NEUTRAL] OK. So a patient does have an active plan with us. The effective date is 12-23-24 if you need that.
[CUSTOMER][NEUTRAL] 24 OK.
[AGENT][NEUTRAL] And then I don't know if you've gotten a fax back we can send one if you need one or I can give you a verbal breakdown, whatever works best.
[CUSTOMER][NEUTRAL] Yeah, we got a fax. I just had a question about her fee schedule because I see that with our office she is both in and out of network with us and I was just wondering if that fee schedule, the accounting team PPO, um, since it's in and out of network, would it be considered like a connection of an umbrella, um, fee schedule, or could it be used at our UCR fees?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, so if you guys are out of network for the Carrington PPO network, then you would just use like a UCR fee schedule.
[CUSTOMER][NEUTRAL] Alrighty, because I see that she's both in and out of network and I just wanna know what is exactly in network with us.
[AGENT][NEUTRAL] Yeah, so, I mean, it would, it goes, it pays off of UCR it looks like this particular plan.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] Um, so anything that's listed on the fax back would be covered. Anything not is not.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alrighty, alrighty, so I just wanted to double check on that because um we were just confused on the Carrington PPO fee schedule because we haven't seen it yet so we're just kind of wondering what we would use it for.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] I got you.
[CUSTOMER][NEUTRAL] Alright, so then I'll just go ahead and let everybody know that that just means it's uh kind of under UCR fee.
[AGENT][NEUTRAL] Yeah, yeah.
[CUSTOMER][POSITIVE] Alrighty, so thank you so much for your help for clarifying that for me.
[AGENT][POSITIVE] Yeah, no worries, [PII]. I hope you have a good day.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][NEUTRAL] Mhm bye