AccountId: 011433970860
ContactId: dd48b0f8-225b-47b1-8a3c-3bd5b1d42def
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145580 ms
Total Talk Time (AGENT): 51632 ms
Total Talk Time (CUSTOMER): 55900 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/dd48b0f8-225b-47b1-8a3c-3bd5b1d42def_20250529T19:01_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hello, yes, I wanted to check um if we're in network with the insurance.
[AGENT][NEUTRAL] OK, I can verify that for you and your name is?
[CUSTOMER][NEUTRAL] My name is [PII] and I'm calling from Fun Dentist.
[AGENT][NEUTRAL] And Ms. [PII], what is the policy number?
[CUSTOMER][NEUTRAL] Policy number is going to be 025928778.
[AGENT][POSITIVE] OK, thank you, ma'am. Give me one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Patient's name is going to be, I have [PII] Last name [PII] Date of birth [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, um, and you say you're wanting to verify if y'all are in network?
[CUSTOMER][NEUTRAL] And network, yes.
[AGENT][NEUTRAL] OK. Well, with her type policy, we don't have a network. It's just um.
[AGENT][NEUTRAL] The policy is just an open dental, open dental policy to where they can go to any provider and we do take assignment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and what's the, um, do you know what fee schedule is used?
[AGENT][NEUTRAL] Uh, the policy pays by UCR.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it's a PPO plan, correct?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, OK, thank you ma'am.
[AGENT][POSITIVE] All right, you're welcome. And is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Um, no, ma'am.
[AGENT][POSITIVE] OK, uh thank you for calling APL. You have a great day.
[CUSTOMER][POSITIVE] Mhm thank you you too.
[AGENT][NEUTRAL] Yes, ma'am. Bye.
[CUSTOMER][NEUTRAL] Bye bye.