AccountId: 011433970860
ContactId: cf8912ea-533a-47fa-b9cb-b3b3b7e2431b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128130 ms
Total Talk Time (AGENT): 48122 ms
Total Talk Time (CUSTOMER): 62324 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/cf8912ea-533a-47fa-b9cb-b3b3b7e2431b_20250210T19:26_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Um, yeah, this is [PII] with CT Dental care. Um, I'm just calling to get a breakdown of benefits on a patient and to make sure we're in network. sorry.
[AGENT][POSITIVE] I'll be happy to assist.
[AGENT][POSITIVE] OK, I'll be happy to assist with benefits today, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It's 02594582.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Is [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] That's a 5.
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII]. And are you needing a fax back breakdown of the benefits?
[CUSTOMER][NEUTRAL] Well, that would be good too. um, can you tell me if we're in an out of network before y'all do that?
[AGENT][NEUTRAL] Now with this particular policy there is no network um.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] So the patient can see any provider they choose and we go by the um the UCR or allowable.
[CUSTOMER][NEUTRAL] You have
[CUSTOMER][NEUTRAL] Oh, OK, that's good enough, um, yeah, the fact that will be good. Can you, um, I think she has some dependents on there. Can you see if they're active as well?
[CUSTOMER][NEUTRAL] get that
[AGENT][POSITIVE] Um, yes, she has a family plan and everyone is active.
[CUSTOMER][NEUTRAL] Everyone's active. OK, well, yeah, if you don't mind sending that over, um, it's [PII].
[AGENT][NEUTRAL] What's the fax number?
[AGENT][POSITIVE] Alright, you should receive that within the next 5 to 7 minutes. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] No ma'am, that's it.
[AGENT][POSITIVE] Thank you for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Mhm. Bye-bye.