AccountId: 011433970860
ContactId: fcd417d7-3dfb-4d58-8fba-c54508ff6571
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169139 ms
Total Talk Time (AGENT): 63637 ms
Total Talk Time (CUSTOMER): 68109 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/fcd417d7-3dfb-4d58-8fba-c54508ff6571_20250226T21:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with Oklahoma City Dental. I was going to get dental benefits for our patients.
[AGENT][POSITIVE] All right, [PII]. Happy to provide benefits today. What is the patient's policy number?
[CUSTOMER][NEUTRAL] Is 01246517.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And if I could get the patient's name and date of birth.
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] All right, thank you so much. So patient plan is active, [PII], the effective date on here is [PII].
[AGENT][NEUTRAL] And then if you guys need a fax back we can send that to obviously.
[CUSTOMER][NEUTRAL] That would be wonderful. You said [PII] and then um just before we send that, um, is there has there been any usage on the on the insurance as of this year?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah, let me take a look.
[AGENT][NEUTRAL] Uh, looks like they have not used anything thus far this year, so they have their full calendar year max and deductible left.
[CUSTOMER][NEUTRAL] OK, and then um what fee schedule will we, will we be using?
[AGENT][NEUTRAL] So it looks like this plan pays by the UCR fee schedule.
[CUSTOMER][NEUTRAL] So it wouldn't be through our NPI it would just be through our customers usually customary um fees, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alright, and then any more questions that I have?
[CUSTOMER][NEUTRAL] Uh, no, that should be it. Do you just need a fax number?
[AGENT][NEUTRAL] Yeah, just a fax number. I'll get this sent over, [PII].
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And just to confirm, I had [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, that should be there in about 5 minutes or so. Is there anything else I can do for you?
[CUSTOMER][POSITIVE] That is absolutely all I was needing. Thank you so very much.
[AGENT][POSITIVE] You're welcome. Have a great day.
[CUSTOMER][POSITIVE] You too thanks bye.
[AGENT][NEUTRAL] Bye-bye.