AccountId: 011433970860
ContactId: f1bed18c-5ca3-4ac5-a6d8-7c0a92d1b796
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122010 ms
Total Talk Time (AGENT): 57601 ms
Total Talk Time (CUSTOMER): 42024 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/f1bed18c-5ca3-4ac5-a6d8-7c0a92d1b796_20250128T19:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help?
[CUSTOMER][NEUTRAL] Hi, I am just calling to get a fax of benefits for a patient.
[AGENT][NEUTRAL] OK, so you're a dental provider?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, what's your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And spell your name [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And what's the policy number?
[CUSTOMER][NEUTRAL] Uh, let's see 00613879.
[AGENT][NEUTRAL] And I get phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[AGENT][NEUTRAL] OK, thanks for verifying [PII], and we're looking for the, uh, schedule of benefits to be faxed over to you?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And that fax number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And do you want to know what's on the schedule or you're just gonna wait until you receive it?
[CUSTOMER][NEUTRAL] Um, the, uh, just as long as it has the annual max deductible and.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Does it have any frequencies on it?
[AGENT][NEUTRAL] Yes, so it'll include what you've stated, um, the common limitations exclusions, the frequencies, um, the claims mailing address, address, payer ID number, and fax number, and then it'll list each procedure code that's covered under this policy. It's gonna be about let me see how many pages this is.
[CUSTOMER][POSITIVE] Oh perfect.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Approximately
[AGENT][NEUTRAL] 6 pages including the cover page.
[CUSTOMER][POSITIVE] Perfect. OK, thank you.
[AGENT][NEUTRAL] No, it's on its way. You should receive it within the next 5 to 7 minutes or so.
[CUSTOMER][POSITIVE] All right sounds good have a good day.
[AGENT][POSITIVE] OK, if no other questions, [PII], thanks for calling ATL. Have a good day.
[CUSTOMER][NEUTRAL] Bye.