AccountId: 011433970860
ContactId: d1043aea-f74d-4e35-ba8d-cba9540735b3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 224419 ms
Total Talk Time (AGENT): 100779 ms
Total Talk Time (CUSTOMER): 61761 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/d1043aea-f74d-4e35-ba8d-cba9540735b3_20250606T14:54_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling um for patient, uh, to see. We're a network with insurance.
[AGENT][NEUTRAL] OK and your name is?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK, thank you, ma'am. And what is that policy number, please?
[CUSTOMER][NEUTRAL] Uh, I have 02355975.
[AGENT][POSITIVE] OK, thank you, ma'am.
[AGENT][NEUTRAL] And how do you pronounce your name again?
[CUSTOMER][NEUTRAL] And I
[AGENT][NEUTRAL] And OK. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, I do not show them under this policy. Give me one moment.
[AGENT][NEUTRAL] [PII], and what state is he from?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] [PII], let's see.
[AGENT][NEUTRAL] Oh no, I'm sorry, give me one moment, clicking on the wrong things on this computer.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] OK, and this is for dental?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Uh, the policy number you gave is incorrect. Um, it's 235-597-3.
[CUSTOMER][POSITIVE] 973 OK thank you.
[AGENT][NEUTRAL] OK, uh, show his effective date is [PII]. He is active on the policy, and I just need a general benefits or I can send you a fax back.
[CUSTOMER][NEUTRAL] You can.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, can I get a fax bag, please?
[AGENT][NEUTRAL] Sure, uh, what is your fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and that's [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Um, what, um.
[CUSTOMER][NEUTRAL] Sorry, give me a quick.
[AGENT][NEUTRAL] 23
[CUSTOMER][NEUTRAL] What fee schedule do we follow with us?
[AGENT][NEUTRAL] Well, we, unless you're with Carrington, then I guess you would go by whatever fee schedule you have contracted with them.
[AGENT][NEUTRAL] But this insurance policy pays by UCR.
[CUSTOMER][NEUTRAL] And then um so we are a network?
[AGENT][NEUTRAL] Uh, we don't have a network, so the policy is open to where the insured can go to any dental provider and we do take assignment.
[CUSTOMER][NEUTRAL] OK perfect and um what was the effective date of this insurance again?
[AGENT][NEUTRAL] Uh, yes, ma'am. [PII].
[CUSTOMER][NEUTRAL] Perfect and um was there a reference number for the call?
[AGENT][NEUTRAL] Uh, if you like, you may use my name in today's date.
[CUSTOMER][NEUTRAL] [PII] the here.
[CUSTOMER][NEUTRAL] OK, and then sorry, can you, uh, spell your name out for me?
[AGENT][NEUTRAL] Yes, ma'am. It's [PII], last initial [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] Alright, you're welcome. Thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Mhm you too thank you.
[AGENT][NEUTRAL] Bye.