AccountId: 011433970860
ContactId: cf9225d5-65b6-40aa-b1a9-013735a43b0a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209229 ms
Total Talk Time (AGENT): 73151 ms
Total Talk Time (CUSTOMER): 63771 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/cf9225d5-65b6-40aa-b1a9-013735a43b0a_20250131T20:19_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh hi, [PII]. My name is [PII] calling from office checking on benefits.
[AGENT][POSITIVE] All right, [PII], I'm happy to check on benefits for you. What's the patient's policy number?
[CUSTOMER][NEUTRAL] Mhm. 02494791.
[AGENT][NEUTRAL] All right, thank you for that. Let me pull this up here one moment.
[AGENT][NEUTRAL] And can I get the patient's name and date of birth please?
[CUSTOMER][NEUTRAL] Uh, the name of this station is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. So the patient plan is active. The effective date on this is gonna be [PII].
[CUSTOMER][NEUTRAL] OK. Um, may I know which fish we're gonna follow?
[AGENT][NEUTRAL] Uh, this particular plan pays by UCR fee schedule.
[CUSTOMER][NEUTRAL] And is the provider in-network?
[AGENT][NEUTRAL] Uh, no network is required for usage.
[CUSTOMER][NEGATIVE] No network
[CUSTOMER][NEUTRAL] That's no network. No network is required, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] For usage.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm let me see if I miss anything because that's the only thing I needed.
[CUSTOMER][NEUTRAL] And there is a waiting period?
[AGENT][NEUTRAL] Uh, looks like the member plan does have a 12 month waiting period for major endo and Perio.
[CUSTOMER][NEUTRAL] Major end of period. OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right. Mm, that's all I needed. Can you help me with the, oh, and do you have any dental history which might affect frequency for this year?
[AGENT][NEUTRAL] Uh, let me take a look, one moment.
[AGENT][NEUTRAL] All right. So it does look like the patient was seen on [PII]. Procedure code 0220 and 0140.
[CUSTOMER][NEUTRAL] Just a moment. [PII] this year.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] That's it, just two quotes, right, for preventive and diagnostic services.
[AGENT][POSITIVE] Uh-huh. Correct.
[CUSTOMER][NEUTRAL] And what about biting and panel?
[CUSTOMER][NEUTRAL] The last
[AGENT][NEUTRAL] Uh, looks like the last piano in bite wing was on [PII].
[CUSTOMER][NEUTRAL] OK, got you. Uh, can you spell your name for me?
[AGENT][NEUTRAL] My name is spelled [PII].
[CUSTOMER][POSITIVE] All right. Thank you so much. Uh, you have a good day. Bye-bye. Happy weekend.
[AGENT][NEUTRAL] You too bye bye.