AccountId: 011433970860
ContactId: 0ccac07a-60d4-4ad7-8498-ef753c4d8b75
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 430760 ms
Total Talk Time (AGENT): 128179 ms
Total Talk Time (CUSTOMER): 103723 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/0ccac07a-60d4-4ad7-8498-ef753c4d8b75_20250527T16:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this, um, I'm calling from a dental office to get information on a patient.
[AGENT][NEUTRAL] OK, I can help you with, um, are you needing eligibility and benefits?
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] OK, what is your name please and your callback number?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] My name is [PII] and the callback number is [PII].
[AGENT][NEUTRAL] Thank you very much, Ms. [PII]. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Um, so the first name is [PII], last name [PII] [PII] Um, the date of birth is [PII] and the policy number is 02621847.
[AGENT][NEUTRAL] OK, thank you Ms. [PII] and then can you please give me the name of the office you're calling from?
[CUSTOMER][NEUTRAL] Um, I'm calling from Bo Orthodontics.
[AGENT][NEUTRAL] OK, let me pull up this patient real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, I do show that [PII] does have an active policy with us. The effective date of the policy is [PII], and if you can give me your fax number, I'll send you a fax back with the benefits breakdown and fee schedule for you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um, and I also wanted to double check that he has a PPO plan.
[AGENT][NEUTRAL] He has a plan through Carrington but he does not have to use Carrington.
[AGENT][NEUTRAL] You know, to be in work, he can use any dentist that he wants to use.
[CUSTOMER][NEUTRAL] Oh, right.
[CUSTOMER][NEUTRAL] And could I have the fax sent to [PII]?
[AGENT][NEUTRAL] OK, I can send it there, um, Miss [PII], I'm gonna put you on a brief hold while I get this faxed ready for you and I will be right back.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] Oh gosh, everything's slow.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Get low, low, low low.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] 7:50.
[AGENT][NEUTRAL] Oh my God
[AGENT][NEUTRAL] Come on computer.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you for holding for me Miss [PII]. I have that fax on its way to you now ma'am.
[CUSTOMER][NEUTRAL] Um, could I also just double check, um,
[CUSTOMER][NEUTRAL] The payer ID, um, if there is any history or a waiting period and if there is a missing tooth cloth.
[AGENT][NEUTRAL] OK, there is not a waiting period. They do have a missing tooth cloth.
[CUSTOMER][NEUTRAL] Give me the
[AGENT][NEUTRAL] The payer ID number is 60801.
[AGENT][NEUTRAL] And let me check history.
[AGENT][NEUTRAL] And there's no history on this patient as of now?
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] And um just to double check, it runs on a calendar year or uh a fiscal year?
[CUSTOMER][NEUTRAL] You too
[AGENT][NEUTRAL] Uh, fiscal year, uh, every January.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah, we did this to you first.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] I'm sorry, uh, what month does it start again?
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Every January of every calendar year.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's when their open enrollment renewal time is.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Oh, could I actually get the reference number for this call?
[AGENT][NEUTRAL] Yes, you can use my name [PII] and today's date.
[CUSTOMER][NEUTRAL] F
[CUSTOMER][POSITIVE] Great thank you so much.
[AGENT][POSITIVE] You're welcome have a good week [PII] thank you for calling APL.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Mm. Bye-bye, ma'am.