AccountId: 011433970860
ContactId: b23f40d4-21c1-4d1e-92ba-c7747cc18ca0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242320 ms
Total Talk Time (AGENT): 78639 ms
Total Talk Time (CUSTOMER): 73178 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/b23f40d4-21c1-4d1e-92ba-c7747cc18ca0_20250115T22:21_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, I'm calling from Milani Dental. My name is [PII], and there was a patient who wanted to know if we took your guys' insurance or not, and I just wanted to know if you guys are a PPO or an HMO plan.
[AGENT][NEUTRAL] OK, I can look at the policy and see what type of policy they have. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yes, our callback number is [PII].
[CUSTOMER][NEUTRAL] And then for their policy number or member ID what they gave me was 02396609.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, the first name is [PII], spelled [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And then date of birth, let me see where I put it one second.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So was this for their dental policy or medical?
[CUSTOMER][NEUTRAL] Dental.
[AGENT][NEUTRAL] OK, hold on one moment. That's a different policy number. Let me go to that.
[AGENT][NEUTRAL] OK, so the dental policy number is 239.
[AGENT][NEUTRAL] 657 9.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] And let me see what type of
[AGENT][NEUTRAL] And this policy is not on a network, um, so it's not PPO or HMO. It's um uses UCR.
[AGENT][NEUTRAL] Did you need a copy of the fax back?
[CUSTOMER][NEUTRAL] You said it uses UCR?
[AGENT][NEUTRAL] Right, so like percentages and um I forgot what UCR stands for. Hold on one moment.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] We can determine
[AGENT][NEUTRAL] Um, so it stands for usual and customary.
[CUSTOMER][NEUTRAL] Um, we can do a backback.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Uh, we, we can, um, do the fax so we can see it in our office and we'll see if we take it or not.
[AGENT][NEUTRAL] OK, what's a good fax number for you?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do I need to put attention [PII]?
[CUSTOMER][NEUTRAL] Uh, you can.
[AGENT][NEUTRAL] And that was [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, so I'll go ahead and fax the fax back over to you now. Was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] Uh, no, that was all.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and I hope you have a good day.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.