AccountId: 011433970860
ContactId: 035a8adc-1060-425d-89a4-bbbfa19bee38
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 282410 ms
Total Talk Time (AGENT): 96511 ms
Total Talk Time (CUSTOMER): 106267 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/035a8adc-1060-425d-89a4-bbbfa19bee38_20250530T19:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], good afternoon. My name is [PII]. I'm calling from a dental provider's office today.
[AGENT][POSITIVE] Hi, what can we help you with today?
[CUSTOMER][NEUTRAL] OK, so I'm calling to double check if my patient has dental coverage, please.
[AGENT][NEUTRAL] Sure, yeah, I can check on that policy, uh, make sure that it's active. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then, uh, I, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. uh, do you have a policy number?
[CUSTOMER][NEUTRAL] I don't have the policy number. I have, um, the, well, actually, yes, I do. Hold on. I do. Where did it go? I just.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I'm not crazy. I know I saw it in here.
[CUSTOMER][NEGATIVE] One second. My whole thing is a little go blank.
[CUSTOMER][NEUTRAL] OK, so policy number is
[CUSTOMER][NEUTRAL] 0
[CUSTOMER][NEUTRAL] Alright, sorry about that. um, starting from the top it's 02622543.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Uh, it's for [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. OK, so yes, this is their dental policy and it is currently active. Effective date was [PII].
[CUSTOMER][NEUTRAL] Um, the, I'm sorry, the, is it [PII].
[AGENT][NEUTRAL] [PII], yes.
[AGENT][NEUTRAL] And if you'd like I can send you uh a fax back that shows all of the covered procedures and benefit information.
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] I'm sorry, I had myself. I clicked the mute button by accident. I'm so sorry. Is this a PPO sign or what kind of policy is it?
[AGENT][NEUTRAL] Sure, so this policy does participate in the Carrington PPO network.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Try to give you, OK. And then, uh, but like preventative, is that like at 100 basic at 80 or because I have the patient coming in any minute now so just that so I know like what to quote him out.
[AGENT][NEUTRAL] Oh, sure.
[AGENT][NEUTRAL] Yeah, you're fine, yes, um, preventive 100% basic and um.
[AGENT][NEUTRAL] FMX excuse me, that's going to be at 80%.
[CUSTOMER][NEUTRAL] So the FMX and channel are at 80?
[AGENT][NEUTRAL] Uh, yes.
[CUSTOMER][NEUTRAL] OK. Is there a deductible that applies to those or?
[AGENT][NEUTRAL] Um, so $50 deductible for the calendar year that does not apply to preventative expenses.
[CUSTOMER][NEUTRAL] Except those, OK. Any history at all that could affect frequencies?
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] One moment, I have no history on file for this number so far.
[CUSTOMER][POSITIVE] Awesome and um to check, so my doctor, if he's the network with Carrington, he would just follow the Carrington fee schedule.
[AGENT][POSITIVE] Yes, absolutely.
[CUSTOMER][NEUTRAL] OK, um, and then for this patient, ma'am, how long does the fax take to arrive more or less?
[AGENT][NEUTRAL] Oh, it shouldn't take longer than about 10 minutes.
[CUSTOMER][NEUTRAL] OK, sure. Can I go ahead and give you my fax number please?
[AGENT][POSITIVE] Absolutely, go ahead.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm gonna read that back, make sure I heard that correctly. That was [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Yes, OK, I'll go ahead and get that sent to you now. um, did you have any other questions for me at the moment?
[CUSTOMER][NEUTRAL] Um, coordination of benefits, waiting period, is that on the side?
[AGENT][NEUTRAL] But yes, so there is no coordination of benefits, um, and yes, all of that information will be on the fax back.
[CUSTOMER][POSITIVE] Perfect. I'll wait for the fast and thank you so much, ma'am.
[AGENT][POSITIVE] Of course, thanks for calling APL have a great day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Bye bye.