AccountId: 011433970860
ContactId: c993a29c-97b4-4be3-b3d8-e236c83bc4d9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158470 ms
Total Talk Time (AGENT): 73614 ms
Total Talk Time (CUSTOMER): 74979 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/c993a29c-97b4-4be3-b3d8-e236c83bc4d9_20250424T21:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling you from Pearl River Dental, and I was needing to check, um, dental coverage on a patient.
[AGENT][NEUTRAL] OK. Happy to check coverage, [PII]. Do you have their policy number?
[CUSTOMER][NEUTRAL] I am looking at, um, looks like 60801.
[AGENT][NEUTRAL] That's actually our payer ID.
[CUSTOMER][NEUTRAL] OK, so let's see what else she's got on here certificate number?
[AGENT][NEUTRAL] OK, yeah, that sounds like it.
[CUSTOMER][NEUTRAL] OK, 0248.
[CUSTOMER][NEUTRAL] 2850.
[AGENT][NEUTRAL] Alright, pull that up here.
[CUSTOMER][NEUTRAL] Yes, from [PII] and she's in a bulk payment.
[AGENT][NEUTRAL] And then what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. So, patient is active. Effective date on here is [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] And we can also send you a fax back with the benefits if you need us to.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][POSITIVE] Absolutely. What is a good fax number?
[CUSTOMER][NEUTRAL] Um, that's gonna be [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, just to confirm, I have [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, so give me about 5 minutes and that should be on your desk. Is there anything else I can check for you?
[CUSTOMER][NEUTRAL] Uh, yes ma'am, um, does she have any service history on this at the at the moment?
[AGENT][NEUTRAL] Oh, let's see.
[CUSTOMER][NEUTRAL] She used any of it.
[AGENT][NEUTRAL] Let's see where she's.
[AGENT][NEUTRAL] Uh, no, it doesn't look like she's used it since she's had it, so nothing that would affect frequencies or anything.
[CUSTOMER][NEUTRAL] So no history.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got you. Now, on that fax back, will it give me waiting periods or missing tooth cloths?
[AGENT][NEUTRAL] Yes, ma'am, it does. Uh-huh. It has waiting periods and the policy does have a missing tooth clause. It does state that, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it pays in and out of network?
[AGENT][NEUTRAL] Mhm, yes, ma'am.
[CUSTOMER][NEUTRAL] And what is the fee schedule that you use?
[AGENT][NEUTRAL] So it looks like this one pays by UCR, usual customary reasonable fee.
[CUSTOMER][NEUTRAL] CRV OK.
[CUSTOMER][POSITIVE] Alright, and I will keep a look out for that fax back thank you so much.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] You're welcome. Have a good one.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.