AccountId: 011433970860
ContactId: cdbc3565-3c7e-4ab3-b538-01a7f4dbcf2c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 394119 ms
Total Talk Time (AGENT): 82533 ms
Total Talk Time (CUSTOMER): 87834 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/cdbc3565-3c7e-4ab3-b538-01a7f4dbcf2c_20250305T20:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII].
[CUSTOMER][NEUTRAL] Excuse me, I am calling from a dental provider's office and I have a patient that wants to come see us and she has APL as a dental insurance, and I just need to know if you guys um have out of network benefits.
[AGENT][NEUTRAL] OK, I can help you with um the network as far as the benefits go, Ms. [PII], can I please get your call back number and the name of the dental office you're calling from?
[CUSTOMER][NEUTRAL] Um, my phone number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And our office name is Legacy Hill Dentistry.
[AGENT][NEUTRAL] OK, thank you. And then what is um the patient's name, date of birth and policy number?
[CUSTOMER][NEUTRAL] Um, so the patient is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[CUSTOMER][NEUTRAL] And the policy number is 02585607.
[AGENT][NEUTRAL] OK, let me look up that patient real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I am showing that the patient does have an active policy. The effective date is [PII], and they do not have a certain provider that they have to go see. Uh, they can use the dental office that they want to.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so you guys do have out of network benefits?
[AGENT][NEUTRAL] Yes, it's all based on UCR.
[CUSTOMER][NEUTRAL] OK, um.
[AGENT][NEUTRAL] For the fee schedule.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Be here's the R.
[CUSTOMER][NEUTRAL] OK, she hasn't scheduled with us, but she wants to, so, um, do you guys do like a fax back for benefits or would it need to be a phone call?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, absolutely we do fax fax um if you give me your fax number I'll send that to you while we're on the phone together.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah, sure, it's um 615.
[CUSTOMER][NEUTRAL] 459
[CUSTOMER][NEUTRAL] 6023.
[AGENT][NEUTRAL] OK, alright, Miss [PII], I'm the, I'm not, you're not Miss [PII], Miss [PII]. [PII] is the patient. I'm going to get that faxed together for you.
[AGENT][POSITIVE] And I'll be right back. Thank you so much.
[CUSTOMER][POSITIVE] OK, thank you. Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me [PII] I've got that fax on its way to you now.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK perfect and Miss [PII], can I just get a reference number from you please?
[AGENT][NEUTRAL] Yes ma'am, you can use my name and today's date.
[CUSTOMER][POSITIVE] All right, thank you so much. I appreciate it.
[AGENT][POSITIVE] You're very welcome. I hope you have a good rest of your night, Ms. [PII], and thank you so much for calling APL.
[CUSTOMER][POSITIVE] Thank you. You too. Bye bye.