AccountId: 011433970860
ContactId: c91814e7-d8ca-4a56-9b8f-b069ee36fef9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176059 ms
Total Talk Time (AGENT): 111000 ms
Total Talk Time (CUSTOMER): 55518 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/c91814e7-d8ca-4a56-9b8f-b069ee36fef9_20250325T18:48_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. How are you?
[AGENT][POSITIVE] I'm great. How about you, [PII]?
[CUSTOMER][POSITIVE] I'm doing good. I just need to get dental benefits on a patient please.
[AGENT][POSITIVE] Alrighty, [PII], I'll be glad to help you go ahead and give me a good policy number.
[CUSTOMER][NEUTRAL] Um, how about 02536740?
[AGENT][NEUTRAL] Alrighty, [PII], thank you for that. Now while I'm pulling this up, go ahead and give me a good return telephone call number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Alrighty, [PII], thank you so much for all that information. Now your patient's name and date of birth.
[CUSTOMER][NEUTRAL] Her name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Well, looks like [PII] is a dependent on this dental plan. to show her original effective date is [PII]. She is current and active, but I must advise that verification of coverage is not a guarantee of payment on the claim, but you did say you want the back back a benefit. Is that correct, [PII]?
[CUSTOMER][NEUTRAL] You can do that that would be great and then I've got a few codes I would need to check and um.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And then ask about her history or her frequencies unless it's on there.
[AGENT][NEUTRAL] Yeah, history, yeah, well, everything's on there except her history, but let me just see right now if she's had any claims ever.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, she don't have any history at all. So let me get that fax back pulled up. They go on and give me a good fax number, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] 825. Let me repeat that back to my back and make sure that I am keying this in correctly. 706 area code 776-7825. Is that correct?
[CUSTOMER][POSITIVE] You got it mhm that's it.
[AGENT][NEGATIVE] Alrighty. Well, you should have this very detailed fact back of benefit in just a couple of minutes and it is very detailed. So if the procedure code is not on this fax, it is not covered here at all. It does have frequencies on mailing address, payer ID, all that good information and what's covered and what's not covered all on here and if the procedure code is not on here, it's not covered here at all.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK, well, does the insurance, do they pay um our office or will they pay the subscriber?
[AGENT][POSITIVE] Oh no, ma'am, we will honor your assignment benefit if that's why you send your claim in.
[CUSTOMER][POSITIVE] Perfect. You're the best. Thank you so much.
[AGENT][NEUTRAL] Well, yes, ma'am. Is that all I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] Yeah, that's it.
[AGENT][POSITIVE] OK, well, thanks so much for calling APO and you have a great rest of your day, OK?
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] Alright bye bye.
[AGENT][NEUTRAL] Bye bye.