AccountId: 011433970860
ContactId: 19197c9b-8ed8-4320-b804-250dbe0f37a7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 296880 ms
Total Talk Time (AGENT): 137832 ms
Total Talk Time (CUSTOMER): 129768 ms
Interruptions: 2
Overall Sentiment: AGENT=1.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/19197c9b-8ed8-4320-b804-250dbe0f37a7_20250228T13:56_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATM. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] That's why I don't have any micro.
[CUSTOMER][NEUTRAL] Hi, I just wanted to clarify something on my patient's policy.
[AGENT][POSITIVE] Well it would be my pleasure to assist you. May I ask your name?
[CUSTOMER][NEUTRAL] Sure my name is [PII].
[AGENT][POSITIVE] Thank you, [PII]. And what is a good callback number?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number?
[CUSTOMER][NEUTRAL] I believe it is 02593222.
[AGENT][NEUTRAL] Thank you, [PII], and the patient's name and date of birth.
[CUSTOMER][NEUTRAL] The patient is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] All right, thank you. And this is for dental?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right, I can help you. And
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] I've got your policy pulled up.
[CUSTOMER][NEUTRAL] OK perfect so I just, I spoke with someone earlier I just didn't clarify one thing I know this is like a preventative and diagnostic and um.
[CUSTOMER][NEUTRAL] Basic policy only um but I just wanted to confirm what percentage um basic was covered at?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 80%.
[CUSTOMER][NEUTRAL] 80%. OK and uh just to confirm again, it's just um oral surgeries, simple extractions, and then fillings, but it's only replacement fillings.
[AGENT][NEUTRAL] Did they fax you a, uh, send you a breakdown?
[CUSTOMER][NEGATIVE] Um, they were, but I'm impatient. I haven't received it yet.
[AGENT][NEUTRAL] I know how that goes
[AGENT][NEUTRAL] So, uh, oral surgery is not covered under this plan.
[AGENT][NEUTRAL] It's only gonna cover preventive and base, let me get that pulled up. Hang on just a second.
[CUSTOMER][NEUTRAL] Oh, I thought it was.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, well I'm glad I called back.
[AGENT][NEUTRAL] Yeah, hang on just a second, let me get that breakdown pulled up and we'll, I can give you a.
[AGENT][NEUTRAL] Quick rundown on the policy.
[AGENT][NEUTRAL] So it only covers preventive.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Radiographs FMX basic expenses and basic restorative. Oral surgery, endo perio and prosthetic repairs not covered.
[CUSTOMER][NEUTRAL] OK, so simple extractions are not covered at all.
[AGENT][NEUTRAL] The 7140, I believe is covered. Let me verify that. Yes, 7140 is covered under basic at 80%.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got you OK.
[CUSTOMER][NEUTRAL] Um, and then fillings, it was um replacement fillings I think is what she said, the representative I spoke with before.
[CUSTOMER][NEUTRAL] Which I've never heard but um.
[AGENT][NEUTRAL] I'm not sure what I'm not sure either replacement fillings.
[CUSTOMER][NEUTRAL] Yeah, that's what that's what I.
[CUSTOMER][NEUTRAL] That's what I understood, but, um, so it's just fillings in general are covered at 80%. I think it was once every 24 months.
[AGENT][POSITIVE] Right. Correct.
[CUSTOMER][NEUTRAL] OK perfect. OK, OK, and this is the Carrington.
[AGENT][NEUTRAL] And then your preventive is covered at 100%.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] It does participate in the Carrington PPO network, but network participation is not required.
[CUSTOMER][POSITIVE] OK, got it. OK, alright, well thank you so much for clarifying that's all I needed.
[AGENT][POSITIVE] It's been my pleasure and let's see. You said she is faxing it to you?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Do you want me to go to fax it just in case?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Sure, yeah, that would be great.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Let me, if you'll hang on just a quick second, I'll get it ready for you and go ahead and send it. Did she say that your fax had been sent?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She said she was sending it um and I know it takes a little while because ours are like digital um.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Yeah, um, she just didn't put the fax number in here normally, but I'm gonna go ahead and resend it. If you've got 2, you can throw one of them away, better to have 2 than none, right?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] You're welcome
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Perfect, right, exactly.
[AGENT][NEUTRAL] So hang on just a sec.
[CUSTOMER][NEUTRAL] Do you have the fax number?
[AGENT][NEUTRAL] I do not bear with me just so I'm getting it ready and I'm gonna tell you when I hit send.
[CUSTOMER][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you spell your name [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Just about got it ready.
[AGENT][NEUTRAL] I'm ready for the fax number.
[CUSTOMER][NEUTRAL] OK, it's gonna be [PII].
[AGENT][NEUTRAL] And just to verify that fax number, I'm sending this to [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] I just hit send. that's on the way for you. You should be getting it in just a few minutes.
[CUSTOMER][NEUTRAL] we
[CUSTOMER][POSITIVE] OK perfect thank you so much I appreciate your help.
[AGENT][POSITIVE] My pleasure, [PII], and thank you for calling APL. I hope you have a great weekend.
[CUSTOMER][POSITIVE] You too thanks bye bye.
[AGENT][POSITIVE] Thank you bye bye.