AccountId: 011433970860
ContactId: be97f26f-d040-45ad-989c-cfe151991abe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173270 ms
Total Talk Time (AGENT): 59393 ms
Total Talk Time (CUSTOMER): 91851 ms
Interruptions: 2
Overall Sentiment: AGENT=1.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/be97f26f-d040-45ad-989c-cfe151991abe_20250219T17:11_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I just called a few minutes ago to get a um.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] To get a fax back of uh benefits and she sent me the fee schedule but I was trying to plug it in to our system and it's showing that there is coverage percentages so.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Does APL have, is it just a fee schedule or is like preventative 100% basic?
[CUSTOMER][NEUTRAL] 60 and major uh a certain amount.
[AGENT][NEUTRAL] I can help you with that. What is the policy number?
[CUSTOMER][NEUTRAL] 00613225
[AGENT][POSITIVE] Alright, thank you. What is your name please ma'am?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And [PII], what is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII], [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, thank you, yes ma'am, this is a Carrington fee schedule so it goes by the fee schedule. The benefit amount listed on the right is the amount that we pay to the cover procedures listed.
[AGENT][NEUTRAL] So it's not a percentage payment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It is a strictly a schedule.
[CUSTOMER][NEUTRAL] OK, so it's not 100% or 80% or 60%, it's.
[AGENT][NEUTRAL] That, that benefit amount.
[CUSTOMER][NEUTRAL] OK, so it'd be uh.
[CUSTOMER][NEUTRAL] OK, that's what I needed to know. OK, so there is frequencies, but um.
[CUSTOMER][NEGATIVE] If it's if the frequency on the front sheet for um examinations, cleanings bite wings, full mouth, I mean all those that are on the front, if it's not on there and it's not on the fee schedule, it's not covered.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, and you said your name was [PII]?
[AGENT][NEUTRAL] Yes ma'am, [PII].
[AGENT][POSITIVE] And [PII], it was a pleasure to, that's right. It was a pleasure to assist you. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] And today's date.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Uh, no, ma'am, I appreciate it very much.
[AGENT][POSITIVE] And thank you for calling APL. Hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.