AccountId: 011433970860
ContactId: d956c6be-9f98-47df-aba4-4e5de91af9c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 340600 ms
Total Talk Time (AGENT): 96779 ms
Total Talk Time (CUSTOMER): 128701 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/d956c6be-9f98-47df-aba4-4e5de91af9c1_20250324T18:19_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Yes, hi [PII]. I was calling to see if a patient is um under a dental coverage with your company?
[AGENT][POSITIVE] I'd be happy to assist with the eligibility. May I have your first name please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] And and if I can get a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Yes, it's gonna be 02141438.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Maddox [PII] [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII], and were you needing, were you needing a fax back breakdown of the benefits?
[CUSTOMER][NEUTRAL] Yes please and I also wanted to know uh assignment of benefits if we're out of network if they have out of network coverage.
[AGENT][NEUTRAL] Um, with this policy there is no network. Pa can see any provider they choose, and we go by UCR.
[CUSTOMER][POSITIVE] UCR OK perfect.
[AGENT][NEUTRAL] Alright, and what is that, uh, fax number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, you should receive that fax in the next 10 minutes. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] Um, does he have any history, uh, and then I have teeth numbers that he needs treatment on.
[CUSTOMER][NEUTRAL] Um, teeth number 30, there's history, OK. Is there sealant history D 1351?
[AGENT][NEUTRAL] Um, yeah, there is history.
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] No, that's not um listed.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Only X-rays for [PII], he had X-rays, prophy bite wings.
[AGENT][NEUTRAL] An exam
[AGENT][NEUTRAL] And then in [PII] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Oh, that
[CUSTOMER][NEUTRAL] Uh huh, no, I was gonna ask about that claim to see if there was payment already issued for that.
[AGENT][NEUTRAL] Yeah, payment was issued on.
[CUSTOMER][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] $214.20.
[CUSTOMER][NEUTRAL] OK, for an amount?
[CUSTOMER][NEUTRAL] 20 cents.
[CUSTOMER][NEUTRAL] OK, would I be able to get a fax back of that res that, uh, payment as well?
[CUSTOMER][POSITIVE] Hi Miss [PII], thank you so much for holding. OK, so I.
[AGENT][NEUTRAL] You mean an EOB?
[CUSTOMER][NEUTRAL] Yeah, the EOBs.
[CUSTOMER][NEUTRAL] any
[AGENT][NEUTRAL] OK, I'm showing that the check cleared on [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh, wait, I'm sorry. That was the father.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm sorry, hold on.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You said Maddox?
[CUSTOMER][NEUTRAL] Maddox, yes.
[AGENT][NEUTRAL] OK. Maddox doesn't have any history.
[CUSTOMER][NEUTRAL] [PII]?
[CUSTOMER][POSITIVE] OK, Maddox, no history. OK, perfect.
[AGENT][NEUTRAL] Maddox doesn't have any history.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alrighty, no history of medics.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] But you needed the EOB for the father?
[CUSTOMER][NEUTRAL] yeah
[CUSTOMER][NEUTRAL] Yes, please, because he's gonna be coming in. Uh you received it it shows on our side that they they did send it out.
[AGENT][NEUTRAL] OK, one moment please.
[CUSTOMER][NEUTRAL] Yes ma'am. I'm not sure why. Um, now that being said, you said you mentioned cleaning, so are you due for a cleaning?
[CUSTOMER][NEUTRAL] Together
[AGENT][NEUTRAL] And what's that fax number again please?
[CUSTOMER][NEUTRAL] Yes, [PII]. um we do have openings for cleaning if you want me to bring.
[AGENT][POSITIVE] Alright, you should get that within 10 minutes as well. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] No that is it thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All together.