AccountId: 011433970860
ContactId: e925bd37-356b-4fc8-a373-6e4e78322268
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 488519 ms
Total Talk Time (AGENT): 108487 ms
Total Talk Time (CUSTOMER): 156098 ms
Interruptions: 3
Overall Sentiment: AGENT=1.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/e925bd37-356b-4fc8-a373-6e4e78322268_20250320T19:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm trying to find out about a patient's, um, policy, I guess. I don't know if it's, so I'm, I'm calling from a dental provider's office. My name is [PII], and I just, I'm not sure if the policy has dental, but we're just trying to find out if there's any benefits we can use.
[AGENT][NEUTRAL] OK, and you're looking for dental benefits, is that correct?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK, Ms. [PII], what is your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you ma'am and then can you give me the name of your provider's office?
[CUSTOMER][NEUTRAL] Uh, so it's Stonecrest Dentture Center, uh, office of Doctor [PII].
[AGENT][NEUTRAL] OK, thank you so much. And then can you please give me the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Patient's name, sorry, I had them jumping around on my screen here. Patient's name [PII] with [PII], last name [PII] and then date of birth is [PII]. I have a policy number 02451876.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me look up that policy real quick.
[CUSTOMER][NEUTRAL] I think [PII] will be the policy holder.
[AGENT][NEUTRAL] Yes, I do see [PII].
[CUSTOMER][POSITIVE] OK, cool.
[AGENT][NEUTRAL] OK, and I see [PII], um, and her, the policy is active and her effective date is [PII].
[AGENT][NEUTRAL] And if you will give me your fax number, I can send you a fax back with their benefit and fee schedule breakdown.
[CUSTOMER][POSITIVE] Yes, um, give me one second, I'm gonna add effective.
[CUSTOMER][NEUTRAL] Um, phone, I'm sorry, fax number is [PII].
[CUSTOMER][NEUTRAL] 5451064
[AGENT][NEUTRAL] OK. And then you just spell your name, the normal way, [PII]?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] That is correct.
[AGENT][POSITIVE] OK, alright, Ms. Hope I'm gonna put you on a quick hold while I get that fax back ready for you and I'll be right back.
[CUSTOMER][POSITIVE] Mhm, sounds good.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Come on.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Oh, thank goodness
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, I hope I have that fax back on its way to you now.
[CUSTOMER][POSITIVE] Perfect um.
[CUSTOMER][NEUTRAL] Are we in network at all?
[AGENT][NEUTRAL] Uh, we don't have networks. Um, they can go to any dentist that they want to use.
[CUSTOMER][NEUTRAL] So then it would just
[CUSTOMER][NEUTRAL] So we would just follow our our our our normal rates with our office and then you guys would, I guess just pay accordingly based on on the percentages.
[AGENT][POSITIVE] Right, that's correct, and we, we pay off of the UCR.
[CUSTOMER][NEUTRAL] OK and then.
[CUSTOMER][NEUTRAL] UCR, let me make a note of that too.
[CUSTOMER][NEUTRAL] too.
[CUSTOMER][NEUTRAL] Close this go there.
[CUSTOMER][NEGATIVE] And no network.
[CUSTOMER][NEUTRAL] And then just put like maybe follow UCR.
[AGENT][NEUTRAL] Yes, yes, ma'am.
[CUSTOMER][NEUTRAL] OK, um, mm, I think everything else I should be able to get off the fax, but I had one question, um, what their history for this patient?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see if she has anything.
[AGENT][NEUTRAL] On this policy, she has not filed any dental claims.
[CUSTOMER][NEUTRAL] OK, for here OK.
[CUSTOMER][NEUTRAL] I didn't think so. OK, cool, um, that's everything if I could get your name and a reference number one more time.
[AGENT][NEUTRAL] Yes, ma'am. My name is [PII], and you can use my name and today's date for your reference.
[CUSTOMER][POSITIVE] That's great.
[CUSTOMER][POSITIVE] Got it thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else, Ms. Hope I can help you with?
[CUSTOMER][POSITIVE] That's everything. I appreciate you.
[AGENT][POSITIVE] Awesome OK well you're very welcome. I hope you have a great day and thanks for calling APL.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] today.
[CUSTOMER][POSITIVE] Mhm. Enjoy your weekend.
[AGENT][POSITIVE] Thank you, ma'am. You too. Bye-bye.