AccountId: 011433970860
ContactId: fb68bbd1-a6f7-4dce-8f69-7a6f25a530ec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 308149 ms
Total Talk Time (AGENT): 92091 ms
Total Talk Time (CUSTOMER): 126532 ms
Interruptions: 1
Overall Sentiment: AGENT=0.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/fb68bbd1-a6f7-4dce-8f69-7a6f25a530ec_20250225T18:12_UTC.wav
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[AGENT][POSITIVE] Thank you for calling
[AGENT][NEUTRAL] This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, my name is [PII]. I was calling because I did get a fax back of a patient's breakdown, but I just had a few questions about the patient's plan.
[AGENT][NEUTRAL] OK. All right, Ms. [PII], can I please get your callback number and the name of the facility that you're calling from?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] And then it's all dental works.
[AGENT][NEUTRAL] OK, thank you, and then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's [PII] [PII]. And it's 0, the member ID number is 02566814.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] OK, and what questions did you have about the policy?
[CUSTOMER][NEUTRAL] Um, is there a group name on this policy?
[AGENT][NEUTRAL] Yes ma'am, let me give you the group name.
[AGENT][NEUTRAL] It's Universal Trucking Gulf Intermodal.
[CUSTOMER][NEUTRAL] Uh oh, hello?
[AGENT][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEGATIVE] Oh, kinda. You say universal, uh oh, I can not working. Universal.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Universal trucking.
[AGENT][NEUTRAL] Protein Gulf intermodal.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Company Golf.
[CUSTOMER][NEUTRAL] You said go?
[AGENT][NEGATIVE] Yes, Gulf Inter Mal.
[CUSTOMER][NEUTRAL] Intermodal?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] It's a new one for me too.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, [PII]
[AGENT][NEUTRAL] DAL
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, and then do you pay on C date or prev date?
[AGENT][NEUTRAL] I'm sorry, did we on seat date?
[CUSTOMER][NEUTRAL] On C date, OK, and then this is a calendar year plan, right?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] And then for the [PII], is treatment allowed the same day?
[AGENT][NEUTRAL] Uh, if it's not on the fax back, then it's not a covered service.
[CUSTOMER][NEUTRAL] Oh no, it's on there. It's just, um, I didn't, I didn't know if the [PII] if treatment could be done the same day as the [PII].
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Sometimes they, the patient can only come for them.
[AGENT][NEUTRAL] Uh, that's the extraction.
[CUSTOMER][NEUTRAL] Uh, [PII] is a limited exam if treatment is like can, cause sometimes they say that only the exams can be done, the patient will have to schedule for the treatment a different day or they can get the treatment or whatever, mhm.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Oh, no, no, it can be done the same unless there's an exclusion on the 140 at the bottom, then, um, then it can be done on the same day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, and then for the filling, um, do you downgrade?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] And then the uh crowns do you downgrade excuse me.
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] And then the extractions hold on one second.
[CUSTOMER][NEUTRAL] Sorry. mm. Do they try to go to medical or dental first?
[AGENT][NEUTRAL] It's OK.
[AGENT][NEUTRAL] Uh, I'm sorry. The extractions would be medical or dental first?
[CUSTOMER][NEUTRAL] Yeah, on some insurance claims, they, um, require that the instructions be sent to the medical insurance first and then it goes to the number.
[AGENT][NEUTRAL] No, it can be straight to us.
[CUSTOMER][NEUTRAL] OK, and does this patient have any history at all?
[AGENT][NEUTRAL] Let me look and see.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] No, ma'am, no claims have ever been reported for Kai.
[CUSTOMER][NEUTRAL] Alrighty and then what was your name again?
[AGENT][NEUTRAL] My name is [PII], it's [PII]
[CUSTOMER][NEUTRAL] And can I get a reference number?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name and today's date.
[CUSTOMER][POSITIVE] Alrighty thank you.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. I hope you have a great day and thank you for calling APL.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.