AccountId: 011433970860
ContactId: df3fa813-fe59-4572-aebf-22b2578a651a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 220320 ms
Total Talk Time (AGENT): 71912 ms
Total Talk Time (CUSTOMER): 90361 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/df3fa813-fe59-4572-aebf-22b2578a651a_20250307T16:28_UTC.wav
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[AGENT][NEUTRAL] APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hey, I'm calling from a dental office, um, for a patient who has this APL insurance. I've never seen it before, so I'm trying to see if this is one that we're able to file with.
[AGENT][POSITIVE] OK, I'd be happy to assist and may I have your first name please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] And [PII], if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 02596968
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] 4390.
[AGENT][NEUTRAL] Um, I must have did something wrong. That's not the person I see. What's the policy number again?
[CUSTOMER][NEUTRAL] 02596968 she sent us a card but it's very blurry in her.
[AGENT][NEUTRAL] Yeah, that's not her policy number, that belongs to someone else. Um, do you have a social?
[CUSTOMER][NEUTRAL] Future.
[CUSTOMER][NEUTRAL] Mm let me see if I do um [PII] because on her card that she sent us it's that number and it has her name on it.
[AGENT][NEUTRAL] OK, so I'm showing 02596978.
[CUSTOMER][NEUTRAL] OK, they just got the number mixed up.
[AGENT][NEUTRAL] OK, and what is the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you for that.
[AGENT][NEUTRAL] Alright, 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]. Oh, it's not active until [PII].
[CUSTOMER][NEUTRAL] It's not effective until [PII] of this year?
[AGENT][NEUTRAL] Yeah, that's what I'm showing.
[AGENT][NEUTRAL] Um, did you need a a fax back breakdown of the benefits?
[CUSTOMER][NEUTRAL] Um, yes, and can you tell me if we're in or out of network?
[AGENT][NEUTRAL] Um, with this, um, policy, there is no network patient can see any provider they choose.
[CUSTOMER][NEUTRAL] OK, how do we um.
[CUSTOMER][NEUTRAL] I guess how do you.
[CUSTOMER][NEUTRAL] If there's not, so there's not like a fee schedule or anything?
[AGENT][NEUTRAL] We go by UCR.
[CUSTOMER][NEUTRAL] OK, give me 1 2nd.
[CUSTOMER][NEUTRAL] OK, um, can you fax me over the breakdown of benefits or do you email it?
[AGENT][NEUTRAL] Um, it's a fax. Um, what's the fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright, you should receive that in the next 10 minutes. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] Nope, I think that was it, um.
[CUSTOMER][NEUTRAL] And you said it was effective [PII].
[AGENT][NEUTRAL] That's the effective date that I'm showing.
[CUSTOMER][NEUTRAL] OK, no, that should be everything um do you have a reference number?
[AGENT][NEUTRAL] Reference is just my name [PII]. Last initial [PII], and the date and time of the call.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Mhm bye bye.