AccountId: 011433970860
ContactId: d17c8136-2237-4f27-a0a7-66c6e2a0fced
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 449200 ms
Total Talk Time (AGENT): 87393 ms
Total Talk Time (CUSTOMER): 73980 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=-1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/d17c8136-2237-4f27-a0a7-66c6e2a0fced_20250424T19:42_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I'm calling from Praline Modern Dentistry and Methonomics, and I'm needing to get eligibility and benefits for a patient.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can assist you with eligibility and benefits, and I'm sorry, I didn't quite catch your name. Can you repeat your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] And can you confirm if we're a network?
[AGENT][NEUTRAL] Um, I can check what type of policy the member has and to see if there's a network, OK? Um, may I have the policy number of the patient, Miss [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It says 02521293.
[AGENT][NEUTRAL] OK, thank you. One moment, let me pull that information.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Uh, patient is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, so gonna be the dependent. All right.
[AGENT][NEUTRAL] OK, and this is one of our dental policies. With this one, there's no network. We pay under us showing customer rates, UCR.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] There's an extra so we would be considered out of network.
[CUSTOMER][NEUTRAL] Or is this like a like an indemnity plan?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] It's a commercial plan, but it's not indemnity because it pays percentages, it doesn't pay flat amounts.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, um, are you able to send me a fax with the patient's benefits?
[AGENT][POSITIVE] Yes, yes, definitely.
[CUSTOMER][NEUTRAL] Uh, what fee schedule do you go based off or there's no fee schedule?
[AGENT][NEUTRAL] There's no fee schedule. We pay under us showing customary rates, UCR.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. What is the fax number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII]. Is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh, yes.
[AGENT][NEUTRAL] All right. Um, can I put it under your attention?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK. Do you mind holding for me while I send this out to you while I got you on the line, Miss [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you, one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Ms. [PII]. OK, I went ahead and send that over to you. It should be there in a few minutes. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, no, that's gonna be it.
[AGENT][POSITIVE] All right. Well, thank you for calling APO. Have a good afternoon, Ms. [PII].
[CUSTOMER][POSITIVE] Alright thank you you too bye bye.
[AGENT][POSITIVE] You're welcome. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm.