AccountId: 011433970860
ContactId: f9903f7d-6373-4b77-89da-4236c7474aff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155740 ms
Total Talk Time (AGENT): 73678 ms
Total Talk Time (CUSTOMER): 52637 ms
Interruptions: 1
Overall Sentiment: AGENT=2.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/f9903f7d-6373-4b77-89da-4236c7474aff_20250224T14:13_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, I'm needing to get some information on the patient's policy.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you. May I ask your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], my name is [PII]. And [PII], what is the callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the patient's policy number, please?
[CUSTOMER][NEUTRAL] 2330419
[AGENT][NEUTRAL] And the patient's name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Alright, thank you, and it would be my pleasure to assist you with information regarding [PII]'s policy. I'm showing his policy is active as a 6-1-2023, and this is the second, um, this is for dental, right?
[CUSTOMER][POSITIVE] Wow
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. And this policy does not uh participate in a network.
[AGENT][NEUTRAL] We paid a percentage of UCR.
[CUSTOMER][NEUTRAL] Excuse me, OK, and then do you have a payer ID?
[AGENT][NEUTRAL] 60801
[CUSTOMER][NEUTRAL] And then is there a group plan number?
[AGENT][NEUTRAL] There is. The group number is.
[AGENT][NEUTRAL] 20,730
[CUSTOMER][NEUTRAL] And then is there a group plan name?
[AGENT][NEUTRAL] Universal Trucking, Montgomery Transportation.
[CUSTOMER][NEUTRAL] Oh yeah, well they, they that's long.
[CUSTOMER][NEUTRAL] you
[AGENT][NEUTRAL] Well, that's the group name.
[CUSTOMER][NEUTRAL] Transport OK.
[CUSTOMER][NEUTRAL] Yeah, that's just see.
[CUSTOMER][NEUTRAL] And is this the calendar or a fiscal year plan?
[AGENT][NEUTRAL] Calendar year, and I do have a breakdown I can fax to you if you'd like.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] I have that. I just didn't see it on the breakdown.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] So those were the questions I had that I didn't find on the breakdown.
[CUSTOMER][NEUTRAL] OK, so you don't use a network, you use the UCR?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you for your help.
[AGENT][POSITIVE] It's been my pleasure to assist you, [PII], with that policy information. Anything else I can help you with today?
[CUSTOMER][POSITIVE] No, have a good day.
[AGENT][POSITIVE] I hope you have a great day as well. Thank you for calling APL. Bye-bye.