AccountId: 011433970860
ContactId: d13af591-8ec7-458a-9315-33cb133c9d57
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 460480 ms
Total Talk Time (AGENT): 128775 ms
Total Talk Time (CUSTOMER): 96513 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/d13af591-8ec7-458a-9315-33cb133c9d57_20250217T17:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with Anderson and Floyd Dentistry. I need some information on a patient, um, insurance. We were wondering what the UCR was for you guys for fillings.
[CUSTOMER][NEUTRAL] You won't, I think it was UCR.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] You maybe it wasn't UCR. Give me one second. What you guys are gonna pay for fillings.
[CUSTOMER][NEUTRAL] U M C R
[AGENT][POSITIVE] OK. All right. I can help you with the benefits. Can you please give me your, your name again, cause I didn't catch it in the beginning.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] [PII]. OK, and [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then what is the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then what's [PII]'s date of birth, please?
[CUSTOMER][NEUTRAL] Um, a [PII], wrong, sorry, I'm looking at his dad. OK, um, [PII].
[AGENT][NEUTRAL] OK, and then what is the policy number, please?
[CUSTOMER][NEUTRAL] Yes, it is 02589583.
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] OK, and this is just to verify coverage it's not a guarantee of payment if you give me.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] The procedure code, I can give you.
[CUSTOMER][NEUTRAL] So I know you.
[AGENT][NEUTRAL] The percentage
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well I know you guys pay 80%, but we were just wondering what the UCR was um so I can give you one of the codes. It is D2331.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] I can find the UCR for this.
[AGENT][NEUTRAL] It's gonna be just a second.
[AGENT][NEUTRAL] OK, what is the zip code of your um office?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me put that in.
[AGENT][NEGATIVE] Yeah, it's not giving me the UCR.
[AGENT][NEUTRAL] Let me see 506 and then it's D.
[AGENT][NEUTRAL] 2331.
[CUSTOMER][NEUTRAL] I can give you another code number.
[AGENT][NEUTRAL] OK, I'm gonna go ahead and transfer.
[AGENT][NEGATIVE] Yeah, that code did not pull up for me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] 506. What's the other code?
[CUSTOMER][NEUTRAL] Um, D 2392.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Were those did did you receive a fax back is that?
[CUSTOMER][NEUTRAL] We did, um, we just couldn't find the UCR on there. It only said it was covered 80%, um, but the patient is wanting to know how much around how much it's gonna cover. We can tell how much 80% of, um, it would be, but we're just wanna make sure with your what you guys would cover with your UCR.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh what I'm gonna do is I'm gonna go ahead and transfer you now on over to the uh dental claims department so that they can help you further with the UCR because it's not pulling in for me and that might just be that and I don't do it very often and I may be doing.
[CUSTOMER][POSITIVE] OK, no worries.
[AGENT][NEUTRAL] Something wrong. So I wanna make sure that I get you good help, OK? It's gonna be a brief hold.
[CUSTOMER][POSITIVE] OK, sounds good thank you.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] This is [PII]. May I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII]. I've got um [PII] on the phone with the provider's office and she's needing help with UCR.
[AGENT][NEUTRAL] For patients, um.
[AGENT][NEUTRAL] [PII] and the policy number.
[AGENT][NEUTRAL] is 2589583.
[AGENT][NEUTRAL] And I did uh verify [PII].
[CUSTOMER][NEUTRAL] And what's her callback number?
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you so much. You have a good day. Bye-bye.
[CUSTOMER][POSITIVE] You're welcome.