AccountId: 011433970860
ContactId: eeaa694e-e0eb-48c3-8081-bdde4748606e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172050 ms
Total Talk Time (AGENT): 62761 ms
Total Talk Time (CUSTOMER): 76470 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/eeaa694e-e0eb-48c3-8081-bdde4748606e_20250613T14:21_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, um, I'm just calling to see if you are able to send a fee schedule for this plan or a loud amount.
[AGENT][NEUTRAL] OK, um, and what's your name?
[CUSTOMER][NEUTRAL] Yeah, I
[CUSTOMER][NEUTRAL] My name is [PII]. I'm calling from Oak Grove Dental Care.
[AGENT][NEUTRAL] OK, and I can probably do that, Miss, uh, for you, Ms. [PII]. What's the policy number, please?
[CUSTOMER][NEUTRAL] I have um 02614842.
[AGENT][NEUTRAL] Thank you, ma'am. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And let's see, patient's name, date of birth?
[CUSTOMER][NEUTRAL] I have [PII] [PII].
[AGENT][NEUTRAL] Mm, I show a different date of birth.
[AGENT][NEUTRAL] But what is your fax number?
[CUSTOMER][NEUTRAL] I have [PII].
[CUSTOMER][NEUTRAL] So I got the original fax back but we don't have a free schedule for this month so we just don't know.
[AGENT][NEUTRAL] Well, with this policy, it doesn't pay by fee schedule, it pays by UCR.
[CUSTOMER][NEUTRAL] Oh, I see.
[AGENT][NEUTRAL] The fact back is more or less given benefits um along with eligibility and limitations.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I have the one that says like 100% of allowable.
[CUSTOMER][NEUTRAL] So it's just to use the RC schedule.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, give me 1 2nd.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, um, just I guess send whatever list of exclusions limitations that you have.
[AGENT][NEUTRAL] Well, the information I'm gonna send is the same one you probably received as it shows like the mailing address, fax number, uh, payer ID along with the benefit max of $550 deductible.
[CUSTOMER][NEUTRAL] Pay ID.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's how you guys spend? I have that one already.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am. That's all that we were saying.
[CUSTOMER][POSITIVE] OK, then no worries.
[CUSTOMER][POSITIVE] OK, um, no worries then. Thank you so much for your help.
[AGENT][POSITIVE] Oh, you're welcome. Thank you for calling APL. Have a great day, Ms. [PII].
[CUSTOMER][NEUTRAL] Mhm you too bye bye.
[AGENT][NEUTRAL] Mm