AccountId: 011433970860
ContactId: 16764007-2fbe-47fe-b038-d2f564b99a12
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 368500 ms
Total Talk Time (AGENT): 163543 ms
Total Talk Time (CUSTOMER): 145555 ms
Interruptions: 3
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/16764007-2fbe-47fe-b038-d2f564b99a12_20250206T17:48_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] Yes, hi, uh, my name is [PII] and I'm calling from Friendly Family Dentistry.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I'm calling regarding a, uh, uh, member. I called yesterday requesting a fax back of the member's benefits.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, but you know what, I haven't received anything. Um, is there any way that you can help me with that?
[AGENT][NEGATIVE] Oh no.
[AGENT][POSITIVE] Uh, it will be my pleasure to help you with that, [PII]. What is the policy number for the patient?
[CUSTOMER][NEUTRAL] Uh, the policy, give me just one quick second. I have it right here.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] It is um 02592977.
[AGENT][NEUTRAL] 0259, the phone broke up. What what is after 025929?
[CUSTOMER][NEUTRAL] 77.
[AGENT][NEUTRAL] 77. Thank you, [PII]. And what is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] My callback number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. What is the the patient's name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, patient's name is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And his date of birth is [PII].
[AGENT][POSITIVE] OK, thank you
[AGENT][POSITIVE] Bear with me just one second. I'm gonna get that fax back going for you right now, so.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] My pleasure.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Give me just a second.
[AGENT][NEUTRAL] So we have him listed as, of course, as [PII] and [PII]. So let me bear with me just one moment while I type that name out.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] You know.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] Thank you for letting me concentrate on that for a quick second.
[CUSTOMER][NEUTRAL] That's a long name, huh?
[AGENT][NEUTRAL] That's a long name. I just want to make sure I spelled it correctly. Now, you know his policy is active as of [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Got it. You said [PII]?
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is your, is it, do you spell [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the fax number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And just to verify that fax number.
[CUSTOMER][NEUTRAL] Uh yes, please.
[AGENT][NEUTRAL] I am sending this fax to [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Correct. [PII] OK thank you.
[AGENT][NEUTRAL] OK
[CUSTOMER][POSITIVE] Um, no, that will be it. Thank you for your help.
[AGENT][POSITIVE] OK, got that on the way for you.
[AGENT][NEUTRAL] And just to make sure, um, this policy does participate in the Carrington PPO network, but network participation is not required for benefits.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] And major
[CUSTOMER][NEUTRAL] And will that be stated on the I'm sorry.
[AGENT][NEUTRAL] Yeah, it's stated on the facts back, and major procedures are not covered. It only covers preventive and basic services.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] So major procedures are not covered only basic.
[AGENT][POSITIVE] That's correct. Only basic and preventive.
[CUSTOMER][NEUTRAL] And preventative, OK, got it.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Just trying to see what else I can provide um what you might need before that fax gets here um the group name and number is not listed on the breakdown and I can provide that if you need that.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] The what? I'm sorry?
[AGENT][NEUTRAL] The group name and number.
[CUSTOMER][NEUTRAL] Oh group name and number, sure, I'll take that.
[AGENT][NEUTRAL] OK. The group number is.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 70,050
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the group name is
[AGENT][NEUTRAL] Adept and that's A D E P T.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] HR
[CUSTOMER][NEUTRAL] H R
[AGENT][NEUTRAL] Incorporated.
[CUSTOMER][NEUTRAL] OK, can I repeat it to you?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, so group number 70,050 and then the group name is A D E P T H R Inc.
[AGENT][NEUTRAL] That's correct. Adept HR Incorporated.
[CUSTOMER][POSITIVE] You got it.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][POSITIVE] OK, thank you so much for your help.
[AGENT][POSITIVE] Gonna, it's my pleasure. You should be receiving that fax just any moment, [PII], and it will have the calendar year max deductible frequencies, limitations. You'll have our billing information including payer ID and the procedures listed that are covered. [PII], it's been such a pleasure to assist you with that breakdown, and I hope you have a wonderful afternoon.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][POSITIVE] You too thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. Take care. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.