AccountId: 011433970860
ContactId: d1e80055-57df-4fd5-84b7-f2c4534a0bb3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147669 ms
Total Talk Time (AGENT): 65926 ms
Total Talk Time (CUSTOMER): 54640 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/d1e80055-57df-4fd5-84b7-f2c4534a0bb3_20250210T20:18_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII] from Walt Boulevard Dental. How are you?
[AGENT][NEUTRAL] I am fine, Ms. [PII], and yourself?
[CUSTOMER][NEUTRAL] Oh, just fine. I was trying to get a breakdown of this patient's dental benefits.
[AGENT][NEUTRAL] OK, and what's that policy number, please?
[CUSTOMER][NEUTRAL] It is 02318753.
[AGENT][NEUTRAL] OK, give me a moment.
[AGENT][NEUTRAL] Let's see. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] I have [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, and you're needing general breakdown of benefits or I can send you a fax back?
[CUSTOMER][NEUTRAL] Um, if you could send me a fax back, that would be great and then also need to see if my provider's in network.
[AGENT][NEUTRAL] Uh, well, we don't, with this policy, uh, they can go to any dental provider, we don't have a network.
[CUSTOMER][NEUTRAL] OK, what fee schedule would be used? Is it our usual and customary?
[AGENT][NEUTRAL] Well, we pay by usual and customary.
[AGENT][NEUTRAL] So y'all can charge by UCR but we pay by UCR percentage like for uh preventative pays 100% of UCR, basic, basic restorative pays at 80%.
[CUSTOMER][NEUTRAL] OK, so I'll just
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and on that breakdown will it show any downgrades like on crowns and fillings?
[AGENT][NEUTRAL] Uh, what is your downgrades? We don't have any downgrades, but with this patient's policy, it doesn't cover any major services, only preventative and basic.
[CUSTOMER][POSITIVE] Oh, OK, sounds good yeah if you could fax me that breakdown, that'd be great.
[AGENT][NEUTRAL] OK, and what's your fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that's [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I will send this off to you in a few moments.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Yes, ma'am. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too.