AccountId: 011433970860
ContactId: b8bd90ce-3139-4193-ad70-c6fd46e15d4f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131119 ms
Total Talk Time (AGENT): 68105 ms
Total Talk Time (CUSTOMER): 39949 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/b8bd90ce-3139-4193-ad70-c6fd46e15d4f_20250519T13:29_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hey, this is [PII] at Doctor [PII]'s office. I was trying to check inoonic coverage for a patient, please.
[AGENT][NEUTRAL] OK, sure, I can assist you with coverage and benefit information, Miss [PII], and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Um, I have 261-466-8.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] And you said you need ortho?
[CUSTOMER][NEUTRAL] Endodonics, it's a root canal. It would be uh huh, it would be a 3330.
[AGENT][NEUTRAL] In the on um.
[AGENT][NEGATIVE] That one is not gonna be covered under this number. Um, Mr. [PII] has only a basic dental policy, so it doesn't cover any major services. Major services include endodontics, periodontics, posthodontic repair, or surgery. So those are not covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, um, and we've never filed with you guys before, so what is the, um, payer ID for this policy?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] 60801
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] OK, and the mailing address?
[AGENT][NEUTRAL] The mailing address is [PII], and the zip code is [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much I appreciate your help with that.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] Yeah, alright, well thank you for calling APO. Have a good day good week Miss [PII].
[CUSTOMER][POSITIVE] Alright you too thank you. Uh huh bye bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.
[CUSTOMER][POSITIVE] You're welcome.