AccountId: 011433970860
ContactId: 14a2226f-ae99-4e71-90b6-bef7fe53289f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 725479 ms
Total Talk Time (AGENT): 153483 ms
Total Talk Time (CUSTOMER): 151755 ms
Interruptions: 3
Overall Sentiment: AGENT=0.4, CUSTOMER=-1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/14a2226f-ae99-4e71-90b6-bef7fe53289f_20250624T19:21_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling from the dental office and I'm looking for dental benefits regarding like this.
[AGENT][POSITIVE] OK, sure, I can assist you with benefits and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it will be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's [PII].
[AGENT][NEUTRAL] OK, and may I have um the name of the facility?
[CUSTOMER][NEUTRAL] Yes, it's uh
[CUSTOMER][NEUTRAL] The uh Delta Dental Corporation.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, and what is the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] OK. Um, it would be 24374887.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes, it's validate [PII], [PII].
[AGENT][NEUTRAL] Thank you. And you need this benefit information given to you verbally or faxed over to you?
[CUSTOMER][NEUTRAL] Yes, uh, before that, I do, uh, can you please help me with the dental history of this patient which might affect the frequency?
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so for Kingston we have the last pro fee was [PII].
[AGENT][NEUTRAL] The last oral evaluation or examination was [PII].
[AGENT][NEUTRAL] Um, let's see, the last bite win was [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that's all the history.
[CUSTOMER][NEUTRAL] OK, no SMX, no sir, and no major and no basic.
[AGENT][NEUTRAL] I'm sorry, can you repeat? I didn't get that. There's a noise in the back.
[CUSTOMER][NEUTRAL] There is no SMS pen and penal?
[AGENT][NEGATIVE] There's no history for FMX or panel, no.
[CUSTOMER][NEUTRAL] OK. And no, no history for major and basic service?
[AGENT][NEUTRAL] OK, this one doesn't cover major service.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This one is only a basic dental policy. Mhm.
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] OK, got it. OK. And can you please help me with the dental history for a policyholder?
[AGENT][NEUTRAL] Um, you need the history again?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm sorry, Ms. [PII]. I can hardly hear you. There's a lot of noise in the back. You said you need the history again?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Uh yes, history for policyholder.
[AGENT][NEUTRAL] OK, what's the name and date of birth of the policy holder?
[CUSTOMER][NEUTRAL] I tell you that
[CUSTOMER][NEUTRAL] It's [PII], [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so for [PII], let's see, we have the last prophy [PII]. The last exam was [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] And that's all we have on her history.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK. Got it.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK. And is there any waiting there are missing too clothes?
[AGENT][NEUTRAL] Not on this one because it's just basic, there's no major service.
[CUSTOMER][NEUTRAL] OK, got it. And
[CUSTOMER][NEUTRAL] I provided its in-network or out of network?
[AGENT][NEUTRAL] There's no network.
[CUSTOMER][NEUTRAL] OK. And no fees getting?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] If if the provider participates with Carrington PPO, they can use their fee schedule. If they don't, it's OK because it's not required. We're not contracted.
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][NEUTRAL] OK, got it. OK. And can I get a fax back?
[CUSTOMER][NEUTRAL] On my fax number for this uh 2, for these two members.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] What's the fact? OK.
[CUSTOMER][NEUTRAL] Yes. Yes, um.
[CUSTOMER][NEUTRAL] OK. It would be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that's [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] How do you spell your name?
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] OK, is it gonna go to your attention?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, do you mind holding for me while I send this out to you while I got you on the line?
[CUSTOMER][POSITIVE] Yes, yeah, take your time.
[AGENT][NEUTRAL] OK. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me. Yeah, I went ahead and send that over to you. It should be there in a few minutes. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Uh, no, thank you so much. Can I have your name and reference number for the date?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][NEUTRAL] OK. Can you please spell out your name for me?
[AGENT][NEUTRAL] Sure. That's [PII].
[CUSTOMER][NEUTRAL] Is it?
[CUSTOMER][POSITIVE] OK, got it. OK, thank you so much for helping. Thank you so much for your time. Have a great day.
[AGENT][POSITIVE] You as well. Thank you for calling APR. Bye-bye.
[CUSTOMER][NEUTRAL] OK, bye.