AccountId: 011433970860
ContactId: f06912d2-d007-48da-972d-41b6b9833dae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 237320 ms
Total Talk Time (AGENT): 43675 ms
Total Talk Time (CUSTOMER): 107817 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/f06912d2-d007-48da-972d-41b6b9833dae_20250421T20:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I received a fax back from you guys with dental benefits, and I just have one additional question, um, that wasn't on the fax back.
[AGENT][NEUTRAL] OK, do you have the, can I get your name and a good callback number please?
[CUSTOMER][NEUTRAL] Sure, it's [PII] and the callback number is [PII].
[AGENT][NEUTRAL] OK. Do you have the policy number of the patient [PII]?
[CUSTOMER][NEUTRAL] I do it's going to be um 01312152.
[CUSTOMER][NEUTRAL] I can do that at home.
[CUSTOMER][NEUTRAL] Alright, I got you rescheduled, OK?
[CUSTOMER][POSITIVE] You're welcome
[CUSTOMER][NEUTRAL] Don't see in the back.
[AGENT][NEUTRAL] Can I get that policy number one more time? Sorry about that.
[CUSTOMER][NEUTRAL] No worries, it's 01312152.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and her date of birth is going to be [PII] 2nd.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And what question did you have?
[CUSTOMER][NEUTRAL] My first question is going to be, I don't on the thing on the facts like it said like 80% of UCR, so I'm assuming we go off the UCR fees correct?
[AGENT][NEUTRAL] Yeah, it's just based on what's reasonable and customary, yes, in your region.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, OK, sounds good. And then, um, actually I have two more questions. Have they, have they used any of their Macs this year?
[AGENT][NEUTRAL] Um, I see.
[CUSTOMER][NEUTRAL] So it's on hold right now. We have to talk about and see exactly what's going on. I'll call you I'll send a text message when.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'll call you OK
[AGENT][NEUTRAL] Uh, no, I don't show anything used, or actually, hold on, let me just look at one other thing.
[AGENT][NEUTRAL] OK, no, nothing's been used so far.
[CUSTOMER][NEUTRAL] OK, and then as far as SRP, so 4341, are we able to do all four quads on the same day?
[AGENT][NEUTRAL] It's not a guarantee of payment based outline of the policy.
[CUSTOMER][NEUTRAL] We'll we'll do it.
[AGENT][NEUTRAL] Mm let's see.
[CUSTOMER][NEUTRAL] OK, one minute.
[CUSTOMER][NEUTRAL] Alright, um, I think that was it. I don't have any other questions.
[AGENT][NEUTRAL] Oh, OK, did you want me to answer the question you just asked?
[CUSTOMER][NEUTRAL] Oh, I'm sorry I thought you did go ahead.
[AGENT][NEUTRAL] Um, I had to pull up the policy. Um, let me see.
[CUSTOMER][NEUTRAL] Oh OK got you.
[AGENT][NEUTRAL] What was that code again?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, I don't do research. I just see the place.
[AGENT][POSITIVE] Uh, yes, you can.
[CUSTOMER][NEUTRAL] OK perfect um so then yes that it was all my questions I had.
[AGENT][POSITIVE] OK, all right. Well, thank you for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] This
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] OK.