AccountId: 011433970860
ContactId: b60336a0-387e-4de5-9bb0-0b3f73d9087b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 244130 ms
Total Talk Time (AGENT): 63967 ms
Total Talk Time (CUSTOMER): 85750 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/b60336a0-387e-4de5-9bb0-0b3f73d9087b_20250307T16:26_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. Um, this is [PII]. I'm calling from Family Care Dental. Um, I'm trying to get eligibility and benefits verified for one of our patients.
[AGENT][NEUTRAL] OK. How do you spell your name?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes ma'am, it's uh [PII].
[AGENT][NEUTRAL] I'm sorry, it was [PII].
[CUSTOMER][NEUTRAL] [PII] uh huh.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. And do you have the policy number?
[CUSTOMER][NEUTRAL] Uh yes, I have 02543875.
[AGENT][NEUTRAL] Thank you. Hold on one moment please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, ma'am
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 9
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[AGENT][NEUTRAL] The date of birth.
[CUSTOMER][NEUTRAL] Um, I have.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] and you were just needing benefits.
[CUSTOMER][NEUTRAL] Yes ma'am, I needed his dental benefits. Uh, if I could get a fax back of that or a verbal breakdown and then also I wanted to make sure that we were in network with this insurance company. I've never seen this one before.
[AGENT][NEUTRAL] That tell you what is your fax number?
[CUSTOMER][NEUTRAL] You said our fax number?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Fax number is [PII].
[AGENT][NEUTRAL] I can fax that to you. Is there anything else I can help you with? And this policy, this policy does not have a list of providers.
[CUSTOMER][POSITIVE] Yes, I wanna
[CUSTOMER][NEUTRAL] Therefore.
[AGENT][NEUTRAL] They can go to any dentist.
[CUSTOMER][NEUTRAL] What the schedule are we supposed to use?
[AGENT][NEUTRAL] It's not on a fee schedule we pay by usual and customary right you just charge your regular fees.
[CUSTOMER][NEUTRAL] So basically our fee schedule?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So is there like an annual max or percentages on this plan?
[AGENT][NEUTRAL] Yes, ma'am, it's pay by percentages.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] And as far as claims, um, would the claim address and payer ID be on the fax back because I don't see it on the back of the card.
[AGENT][POSITIVE] Yes, ma'am, it will.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alrighty, I'll wait on that fax. Can I get a reference number for the call?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date.
[CUSTOMER][NEUTRAL] OK, what was your name again?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK, thank you for your help today.
[AGENT][POSITIVE] Thank you [PII] for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You bye bye.