AccountId: 011433970860
ContactId: d7bb767f-6532-4260-940c-7947837dbebd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134449 ms
Total Talk Time (AGENT): 58241 ms
Total Talk Time (CUSTOMER): 47276 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/d7bb767f-6532-4260-940c-7947837dbebd_20250228T15:52_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII]. I'm just trying to figure out if we are in network with this insurance.
[AGENT][NEUTRAL] OK, and I'm sorry, your name is again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Is that [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what is the policy number, please?
[CUSTOMER][NEUTRAL] It is 02410987.
[AGENT][NEUTRAL] OK, thank you, one moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] OK. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] The patient's name is [PII] [PII].
[AGENT][NEUTRAL] OK. Um, and this is for dental, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, no, ma'am. We don't have a network. Uh, with this type of policy she has with us, um, it's open to where she can, we accept any claims from any dental provider. We don't have a network.
[CUSTOMER][NEUTRAL] OK, and then what would the fee schedule be?
[AGENT][NEUTRAL] Uh, the policy doesn't pay by fee schedule, it pays by UCR.
[CUSTOMER][NEUTRAL] UCR.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] One moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then does it have like frequencies and stuff on like that on it?
[AGENT][NEUTRAL] Uh, various frequencies. Um, would you like me to send you a fax back?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, that would be great.
[AGENT][NEUTRAL] OK, and what's your fax number?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, I will send this off to you in a few moments. Is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] That'll be it thank you so much.
[AGENT][POSITIVE] Uh, yes, ma'am. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Oh.