AccountId: 011433970860
ContactId: c3418480-5e96-4838-8374-ada368e2f90b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 494640 ms
Total Talk Time (AGENT): 115495 ms
Total Talk Time (CUSTOMER): 123955 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/c3418480-5e96-4838-8374-ada368e2f90b_20250117T23:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, hi, this is [PII] calling from dental office. I need a full breakdown for the dental benefits.
[AGENT][NEUTRAL] OK, I can send you a fax back. Can you please give me your name and your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yeah, sure. It's [PII] and then fax number uh [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And then what is the patient's name, [PII]?
[CUSTOMER][NEUTRAL] Sorry, uh, can you repeat?
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] What is the patient's name?
[CUSTOMER][NEUTRAL] Yeah, uh, it's [PII], the doctor, hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 00, sorry for that. Hold on for the date of birth.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, ID number.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, hold on. Uh, it's 02539241.
[AGENT][NEUTRAL] Thank you. Let me see if I can pull in the policy and then while you look for that date of birth.
[CUSTOMER][NEUTRAL] OK, hold on
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] Are you there, [PII]?
[CUSTOMER][NEUTRAL] Sorry, hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII].
[AGENT][POSITIVE] OK, thank you so much. And then what is your fax number?
[CUSTOMER][NEUTRAL] Uh, hold on, [PII].
[AGENT][NEUTRAL] OK, let me pull up that policy.
[AGENT][NEUTRAL] OK, I do show that the insured does have an active policy and her effective date is [PII].
[AGENT][NEUTRAL] And I am going to send the fax to you while we're on the phone together.
[AGENT][NEUTRAL] OK, I've got that fax on its way to you.
[CUSTOMER][NEUTRAL] Uh, but I need to check the participation of the dentist and then the pay schedule.
[AGENT][NEUTRAL] I might
[AGENT][NEUTRAL] OK, that is the fee schedule that I did send you.
[CUSTOMER][NEUTRAL] How about for the history for this patient?
[AGENT][NEUTRAL] OK, let me look at history.
[CUSTOMER][NEUTRAL] And by the way, all the information in the fax.
[AGENT][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] For ban.
[AGENT][NEUTRAL] Yes, and there is
[CUSTOMER][NEUTRAL] How about for the um
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] And the insured has no history. I don't see any claims have ever been submitted.
[CUSTOMER][NEGATIVE] Cause I
[CUSTOMER][NEUTRAL] Oh, no, you study, no study at all. OK, um, and by the way, uh, cause I have so.
[CUSTOMER][NEUTRAL] 15 codes. Is that all, uh, 15 codes?
[AGENT][NEUTRAL] It will
[AGENT][NEUTRAL] Yes, it'll all be on the fax back if we've got it broke down by code, uh, limitations. We also have where to send the claims, we have the waiting period if there is one, the frequency, and then if it's not on the fax back then it's not a covered procedure.
[CUSTOMER][NEUTRAL] Yeah, same with the um
[CUSTOMER][NEUTRAL] Hold on, sorry. uh, what do you call about?
[CUSTOMER][NEUTRAL] Uh, the paid on for the Crown Bridge and denture.
[AGENT][NEUTRAL] Yes, all of that is on the fax back.
[CUSTOMER][NEUTRAL] OK, um, I need the reference, uh, how about for the mailing claims and the payer ID.
[AGENT][NEUTRAL] Yes, ma'am. That's also on the fax back for you.
[CUSTOMER][NEUTRAL] OK. I need the reference number. And then just want to clarify.
[AGENT][NEUTRAL] Yes, you can use my, my name.
[CUSTOMER][NEUTRAL] Uh, what's your name? I need to put
[AGENT][NEUTRAL] My name is [PII], and you can use my name in today's date.
[CUSTOMER][NEUTRAL] And then uh to 35.
[CUSTOMER][NEUTRAL] How many, I mean,
[CUSTOMER][NEUTRAL] The Fox coffee.
[AGENT][POSITIVE] Yes, it's on its way.
[CUSTOMER][NEUTRAL] Is it, I mean, it's only or it's an hour?
[AGENT][NEUTRAL] I'm sorry, what did you say?
[CUSTOMER][NEUTRAL] How many minutes uh do we need to wait the fax copy?
[AGENT][NEUTRAL] It's, it's already been sent, so just a couple more minutes. Just wait a little bit and it should be there.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][POSITIVE] OK, thank you so much have a good day.
[AGENT][POSITIVE] Thank you, [PII]. You have a good weekend and thanks for calling APL.