AccountId: 011433970860
ContactId: f555184d-b5ea-459b-b843-cfc8fe747ddc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193470 ms
Total Talk Time (AGENT): 62184 ms
Total Talk Time (CUSTOMER): 55042 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/f555184d-b5ea-459b-b843-cfc8fe747ddc_20250414T19:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, this is [PII]. I'm calling from Johnson and Murphy Dental Care. I'm needing to verify a patient's eligibility and benefits and see if y'all pay to um if this policy pays out to out of network providers.
[AGENT][NEUTRAL] OK, [PII], I can help you with benefits and eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, it is 606175.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] I have um.
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, this is not a guarantee of payment, basic outline of the policy. I show this policy is effective and active [PII].
[AGENT][NEUTRAL] And let's see.
[AGENT][NEUTRAL] Give me just a moment.
[AGENT][NEUTRAL] Um, so they have a $1000 calendar year maximum.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] Looks like
[AGENT][NEUTRAL] I don't show a network for this policy.
[AGENT][NEUTRAL] So they can see any dentist they like.
[AGENT][NEUTRAL] Um, for, let's see, for.
[AGENT][NEUTRAL] And this is a fee schedule policy, so it has certain dollar amounts tied to every code. Um, can I send you a fax back that has everything outlined?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, you can send me a fax back with everything on there.
[AGENT][NEUTRAL] OK, what's your fax number, [PII]?
[CUSTOMER][NEUTRAL] It is area code [PII].
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] And it'll have the breakdown of everything as far as the frequencies and stuff on there.
[AGENT][NEUTRAL] Yes, it has all of that and then it has the dollar amount tied to every single code.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect thank you so much and you did say it was um active.
[AGENT][NEUTRAL] It is active, yes, it is.
[CUSTOMER][POSITIVE] OK, perfect. OK well thank you so much.
[AGENT][POSITIVE] OK, give that about 5 minutes and you should receive it. And thank you for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You too thank you bye bye.