AccountId: 011433970860
ContactId: 0123351c-8a51-492c-ac73-b57bb7d3fde1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 434440 ms
Total Talk Time (AGENT): 202310 ms
Total Talk Time (CUSTOMER): 107225 ms
Interruptions: 1
Overall Sentiment: AGENT=2.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/0123351c-8a51-492c-ac73-b57bb7d3fde1_20250327T15:56_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] Hi [PII], my name is [PII] and I work for a dentist in [PII]. Um, I have a patient, she's in college here, so she's just having some trouble kind of trying to figure out what her dental insurance is.
[AGENT][NEUTRAL] Well, I can help you with that, [PII]. What is the callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] 02445585
[AGENT][NEUTRAL] Thank you. And what is the patient's name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII] excuse me, [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] I'm checking for eligibility for [PII]. Bear with me just one second.
[CUSTOMER][NEUTRAL] Sure
[AGENT][NEUTRAL] Do you mind holding just one moment? Let me check for eligibility for [PII].
[CUSTOMER][POSITIVE] Yeah, no problem.
[AGENT][NEUTRAL] All right, I'll be right back with you. Let me check with customer service and make sure that [PII] is in fact covered under this policy. One moment, please.
[CUSTOMER][POSITIVE] OK thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEGATIVE] Are you sick of me yet?
[CUSTOMER][NEGATIVE] No, no.
[AGENT][POSITIVE] Good.
[AGENT][NEUTRAL] This one's easy. I just need to verify eligibility if you got a provider and it's for dependent.
[AGENT][NEUTRAL] And in line it's showing that dependent was dropping in PIBFT it shows single parent coverage.
[AGENT][NEUTRAL] So I just need to verify, policy number is 244.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 558 5.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm checking on coverage for [PII].
[AGENT][NEGATIVE] Didn't see anything in the notes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This is benefits in the card.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] 531.
[CUSTOMER][NEUTRAL] And so yeah.
[CUSTOMER][NEUTRAL] What's that name?
[CUSTOMER][NEUTRAL] Familiar
[CUSTOMER][NEUTRAL] It's got two Ls in it.
[CUSTOMER][NEUTRAL] Seems like I just looked this up yesterday.
[AGENT][NEUTRAL] Did she
[AGENT][NEUTRAL] Let's see if it's in the notes.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] 326.
[AGENT][NEUTRAL] [PII] on Cobra.
[CUSTOMER][NEGATIVE] And I forgot to reactivate.
[CUSTOMER][NEUTRAL] The participant
[AGENT][NEUTRAL] She did?
[CUSTOMER][NEUTRAL] Let me make sure that enrollment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] I figured she was good just making sure.
[CUSTOMER][NEUTRAL] Let's see, I'm not like.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sometimes they drop their dependents when they go on COVID, but.
[CUSTOMER][NEUTRAL] I just forgot.
[AGENT][POSITIVE] No worries, as long as she's good.
[CUSTOMER][NEUTRAL] I've got a reactivated.
[AGENT][POSITIVE] I can give that information. I appreciate it.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][POSITIVE] Thanks, [PII]. Have a hopefully I won't call you again.
[CUSTOMER][POSITIVE] Have a good day.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] You take care. OK, thanks. I appreciate that. Bye-bye.
[CUSTOMER][NEUTRAL] Oh, you can call me.
[CUSTOMER][NEUTRAL] All right, you too.
[CUSTOMER][NEUTRAL] All right bye.
[AGENT][POSITIVE] [PII], thank you for your patience. I appreciate that. I was able to verify that [PII] is covered on this policy, and the effective date is [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, would I be able to get a like a a print out of her um of her uh benefits?
[AGENT][POSITIVE] A breakdown? Yeah, I'll be happy to fax that to you. If you'll just give me one second, let me get that prepared for you, and I can give you some information while I'm I'm getting that ready.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that'd be great that'd be great.
[AGENT][NEUTRAL] So this is a limited dental policy. It does not cover major procedures, only preventive and basic.
[AGENT][NEUTRAL] The policy does participate in the Carrington.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] PPO network, but network participation is not required.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And on the fax back, you're gonna get the calendar year max, deductible, frequencies, limitations, and the procedures listed that are covered.
[AGENT][NEUTRAL] Group name and number will not be included on the breakdown which I can provide to you if needed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, that would be great.
[AGENT][POSITIVE] Sure, let me get that for you.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] Group number is 70052.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The group name is Oxford.
[AGENT][NEUTRAL] Global resources.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] There's no waiting period of coordination is standard.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Just trying to think if there's anything.
[AGENT][NEUTRAL] Anything else you need to know?
[CUSTOMER][POSITIVE] No, this is all good, good stuff.
[AGENT][POSITIVE] All right, I like it. Let's see, I've got this ready for you. If I could spell [PII]'s name correctly, we'll be good.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I can spell the last name easy, but the [PII] was just kind of.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh I got it. What's the fax number, [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And just to verify that fax number, I'm sending this to [PII].
[CUSTOMER][POSITIVE] You got it.
[AGENT][NEUTRAL] All right, that is on the way for you now again it's a limited plan with only preventive and basic procedures. So when you get a 4 page fax that is all of it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK all right that sounds fair.
[AGENT][NEUTRAL] Anything else I can help you with, [PII]?
[CUSTOMER][POSITIVE] I think we're in great shape.
[AGENT][POSITIVE] Well, thank you for calling APL. It's been a pleasure to assist you and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Oh, you do the same thanks for your help.
[AGENT][POSITIVE] Thank you, [PII]. Take care. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.