AccountId: 011433970860
ContactId: eed83d83-e753-420d-b6e1-fecbed37c422
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 244490 ms
Total Talk Time (AGENT): 113939 ms
Total Talk Time (CUSTOMER): 108359 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/eed83d83-e753-420d-b6e1-fecbed37c422_20250131T21:15_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII] and Broker Resources. How are you?
[AGENT][POSITIVE] Good for you.
[CUSTOMER][NEUTRAL] Good, I have somebody from a um dental office who was calling. I think she has one of our patients um in her um.
[CUSTOMER][NEUTRAL] In her chair trying to get some dental work and she wants to know what fee schedule we go off of.
[CUSTOMER][NEUTRAL] And the person is with the Universal Trucking Montgomery Transport.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 20,730. Do you mind talking to her because we don't deal with. OK, thank you.
[AGENT][NEUTRAL] Oh, not at all, yeah, you can send her over.
[AGENT][POSITIVE] Thank you for calling up.
[CUSTOMER][NEUTRAL] Ah sorry, [PII], go ahead.
[AGENT][NEUTRAL] That's right. Hi, this is [PII] in the claims department. Um, who am I speaking with?
[CUSTOMER][NEUTRAL] Hold on one second so we share everything with all. I'm gonna go over to go to.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello, can you hear
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yes, can you hear me?
[AGENT][NEUTRAL] Yes ma'am, hi, this is [PII] in the claims department. Can I get your first name?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes my name is [PII].
[AGENT][NEUTRAL] And [PII], um, could I get a call back number for you please?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Mhm [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you so much. And um, Morgan explained that you are um calling to get some information regarding benefits for dental. Do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, what is that policy number?
[CUSTOMER][NEUTRAL] 02521313.
[AGENT][NEUTRAL] OK, and your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying his account, uh, and this, uh, so she did say that you were asking about the fee schedule, what fee schedule we use, uh, we do use uh usual and customary.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Usual and customary.
[AGENT][NEUTRAL] Mhm. And I can fax you over a full breakdown.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] Uh, of his benefits.
[AGENT][NEUTRAL] Uh, to show what procedures are covered.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, and, uh, the, uh, frequency at this time, he has not used any of his benefits. So as far as any limitations or frequencies, um, all of that would still be available.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, so basically we would just use the UCR fees?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] And would you like me to fax over his um.
[AGENT][NEUTRAL] Benefit information.
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK, hold one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I haven't had a chance to yet. She's here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just haven't put her chart up.
[AGENT][NEUTRAL] OK, and what is that fax number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I have [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And am I sending that to your attention?
[CUSTOMER][POSITIVE] Yes, that'll be fine.
[AGENT][POSITIVE] OK. It is on its way. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No ma'am, that'll be all.
[AGENT][POSITIVE] OK, [PII], you have a wonderful weekend. Thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you you too thanks bye bye.
[AGENT][NEUTRAL] Bye bye.