AccountId: 011433970860
ContactId: 16780912-2c1b-4bcc-81d7-7eb33a7283b3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 448549 ms
Total Talk Time (AGENT): 125923 ms
Total Talk Time (CUSTOMER): 88499 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/16780912-2c1b-4bcc-81d7-7eb33a7283b3_20250505T18:08_UTC.wav
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[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I'm calling to verify dental eligibility.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with eligibility for a patient. Can I please.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] It your callback number just in case the call is disconnected.
[CUSTOMER][NEUTRAL] Uh sure it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Big smiles Utah PC.
[AGENT][NEUTRAL] OK, and may I get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh, patient is [PII]. Last name, I wanna say is [PII] [PII]. I could be wrong, it's [PII]
[CUSTOMER][NEUTRAL] And policy number is 500.
[CUSTOMER][NEUTRAL] 2456567
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK, and what is the patient's date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right, let me look and see, um, we're looking for eligibility and [PII] is active on this policy. The effective date is January.
[AGENT][NEUTRAL] The [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And does he have any preventative general history on file with you?
[AGENT][NEUTRAL] Let me look and see if there's any history for them at all.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome. There's not been any claims filed on [PII], so there's no history at this time.
[CUSTOMER][NEUTRAL] No history.
[CUSTOMER][NEUTRAL] Alrighty, and then if I gave you two codes, can you tell me if they're covered under his plan?
[AGENT][NEUTRAL] Uh, yes ma'am, I can, I can do that or if you wanted me to I can send you a fax back with the benefit breakdown of the schedule.
[CUSTOMER][NEUTRAL] Oh, that'd be great and it have the claim address on the fax back?
[AGENT][NEUTRAL] It'll have the claim address, yes ma'am, and, and then if you're looking for uh a procedure that it it you can't find on the claim on the fax back then it's a non-covered procedure.
[CUSTOMER][NEUTRAL] OK, and then he, this is a PPO plan first, right?
[AGENT][NEUTRAL] All right, and what is your uh-huh.
[AGENT][NEUTRAL] No, this policy is um through APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Let me, uh,
[AGENT][NEUTRAL] Let's see. OK, so they, we are, we, we do work with Carrington, but they do not have to go to a Carrington provider. They can see anybody they want to.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Alrighty and then my fax number for the fax back is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, Ms. [PII], I'm gonna put you on a quick hold while I get this tax ready for you and I'll be right back.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] What the crap.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Dang it.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, Ms. [PII], I have that fax on its way to you now.
[AGENT][NEUTRAL] Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] Um, no, I think that's all.
[AGENT][POSITIVE] OK. Well, I hope you have a wonderful week, Ms. [PII], and thank you for calling APL.
[CUSTOMER][POSITIVE] Alrighty thank you you too [PII].
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Mhm bye bye.