AccountId: 011433970860
ContactId: aeb64339-989e-4626-ace6-cc8a7693512b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162910 ms
Total Talk Time (AGENT): 59658 ms
Total Talk Time (CUSTOMER): 86604 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/aeb64339-989e-4626-ace6-cc8a7693512b_20250606T14:44_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, I called yesterday and got some information in the fax back, but I am not able to get all the information I needed off the fax back so I just need to go over that with you.
[AGENT][NEUTRAL] OK. Uh, what is your number or your name and the policy number, please?
[CUSTOMER][NEUTRAL] Yeah my name is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the policy number for the patient, is that what you're wanting or did you want our tax ID? OK, [PII].
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and callback number in case the call drops.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, and what questions do you have?
[CUSTOMER][NEUTRAL] Um, major, what is that covered at?
[AGENT][NEUTRAL] Uh, it's not covered. Uh, her policy only covers for preventive and basic.
[CUSTOMER][NEGATIVE] Not covered OK.
[CUSTOMER][NEUTRAL] Preventative only, OK, so that's why I couldn't find crowns, bridges, dentures, um, still on or I'm sorry, fluoride.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Is that covered in seances?
[AGENT][NEUTRAL] Uh, fluoride is under the age of [PII], once every 12 months, sealants under the age of [PII], once every 3 years, permanent molars.
[CUSTOMER][NEUTRAL] OK, um, and then fillings, is there a um.
[CUSTOMER][NEUTRAL] Oh, frequency on that.
[AGENT][NEUTRAL] Uh, fillings are once every 24 months.
[CUSTOMER][NEUTRAL] 24 months.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, I think if this is just preventative only that is all I need then.
[AGENT][NEUTRAL] Uh, preventive and basic only. Yes, ma'am.
[CUSTOMER][NEUTRAL] Preventive basic, yes, oh, and then your contracted fee schedule, um, on the fax back I see that it says Carrington PPO, is that correct?
[AGENT][NEUTRAL] Well, the policy pays by UCR so they can go to a Carrington provider, but we still pay according to the UCR.
[CUSTOMER][POSITIVE] OK, all right, that is what I needed to know thank you.
[AGENT][NEUTRAL] Uh, yes, ma'am. And is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] No, that is all.
[AGENT][POSITIVE] OK, uh thank you so much for calling APL. Have a great day and weekend.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.