AccountId: 011433970860
ContactId: aa5fe471-6d07-46f0-b555-c12e880023ff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 228100 ms
Total Talk Time (AGENT): 48196 ms
Total Talk Time (CUSTOMER): 130164 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/aa5fe471-6d07-46f0-b555-c12e880023ff_20250428T13:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey Ms. [PII], um, I'm calling from a dental office. Give me one second. Why were they denied? Um, I'm looking to see what the the policy, the PPO, and what, um, fee schedule you guys pay off of.
[AGENT][NEUTRAL] OK, I can help you with that today. Do you have the policy number?
[CUSTOMER][POSITIVE] Thank you so much. I do, ma'am. I have 02579698.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Does she still in the like.
[AGENT][NEUTRAL] OK, and then what's a good callback number in case our call gets dropped?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Alright, I will.
[AGENT][NEUTRAL] OK, thank you. And then the patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] As [PII].
[CUSTOMER][NEUTRAL] I'll resubmit. I don't they denied it for under the pregnancy one, so I'll have to.
[CUSTOMER][NEUTRAL] Um, yeah.
[CUSTOMER][NEUTRAL] I'll resubmit that for the the deep cleaning.
[CUSTOMER][NEUTRAL] They had denied it but we'll try again for whatever reason.
[CUSTOMER][POSITIVE] But we have your due date, so you should be good um.
[CUSTOMER][NEUTRAL] Let's see, you [PII], is that when you delivered? It was I'll change it. I'll update that. Thank you.
[AGENT][NEUTRAL] OK. And then what's his date of birth?
[CUSTOMER][NEUTRAL] Uh yes ma'am, that is going to be.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you for contacting.
[AGENT][NEUTRAL] OK, so it looks like this policy is not under a fee schedule.
[CUSTOMER][NEUTRAL] Usual customary so it's to us, OK.
[AGENT][NEUTRAL] And then I can send this fax back over to you too if you would like.
[CUSTOMER][NEUTRAL] Well, I have, I do have the fax back. I just didn't know if like we were in network, what the fee schedule was, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And if not, if he does have out of network because we've never had this policy in our office.
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] Oh, I see.
[CUSTOMER][NEUTRAL] So is he able to come here because if he doesn't have out of network benefits.
[CUSTOMER][NEUTRAL] And we don't have a fee schedule he's.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Because he has some fees on like his preventative.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see just a second, uh.
[CUSTOMER][NEUTRAL] We're sending you to the end of it.
[CUSTOMER][NEUTRAL] OK, so I would just need to fill.
[CUSTOMER][NEUTRAL] Email that to you.
[AGENT][NEUTRAL] OK, so there's no specific network to this policy, it just pays by UCR.
[CUSTOMER][POSITIVE] Beautiful. OK, thank you so much and your name was again?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you Miss [PII] you have a good day.
[AGENT][NEUTRAL] Yeah. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No ma'am thank you so much.
[AGENT][POSITIVE] Oh, right, yep, thanks for calling ATL. Have a good day.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] OK bye.