AccountId: 011433970860
ContactId: 1cb63857-126c-4ab1-b58e-cc67081cda45
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 306660 ms
Total Talk Time (AGENT): 107574 ms
Total Talk Time (CUSTOMER): 87222 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/1cb63857-126c-4ab1-b58e-cc67081cda45_20250116T17:39_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Uh, yes, good morning. My name is [PII]. And I am calling to check um dental benefits, please.
[AGENT][POSITIVE] OK, yes, I'd love to help you with that, Ms. [PII], and
[AGENT][POSITIVE] May I have a good call back number for you real quick please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, I appreciate that. And what's your member's policy number today?
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] 02571356
[AGENT][NEUTRAL] 02571356, did I get that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And would you be able to verify for me, pretty please, your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it's uh last name, let me see. It's, so the last name is B A B like boy, A, Au is the first name, 627-1983.
[AGENT][POSITIVE] Perfect, thank you so much and.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] I'm just gonna get that.
[AGENT][NEUTRAL] Policy for you.
[AGENT][POSITIVE] You having a great day so far?
[CUSTOMER][POSITIVE] Oh yes. So far it's good.
[AGENT][POSITIVE] Good, glad to hear it.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] And you, you have a lot of uh calls today?
[AGENT][NEUTRAL] Um, surprisingly, it's been kind of, I don't even wanna say the word, but no, not so far today.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on 1 2nd.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh no, OK, I'm sorry. It's just.
[AGENT][POSITIVE] Like not formatting, right? I'm so sorry. Hang tight with me.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] I'm just gonna redo that for you. [PII].
[AGENT][POSITIVE] Good
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Are you wanting that facts made attention to yourself, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Alright, and what is a good fax number I can send you these benefits to?
[CUSTOMER][NEUTRAL] Uh, it is [PII].
[AGENT][NEUTRAL] Alright, I have [PII]. Is that right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right, I'm gonna send on that now for you, Ms. [PII], and that will have that full breakdown of benefits.
[AGENT][NEUTRAL] And is there anything else I can do to help you today, my friend?
[CUSTOMER][NEUTRAL] Uh, yes, I would like to know on the fact, if that will, um, it will show like frequency or use or um for the patient.
[AGENT][NEUTRAL] Oh yes, it'll have everything on there. um, it'll have every code that falls under their policy as well, so if the code's not on there, it's not covered.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK. And for the 5th schedule, is that is under Carrington?
[AGENT][NEUTRAL] They do follow the Carrington fee schedule. however, you don't have to be a Carrington provider we'll still honor our benefits.
[CUSTOMER][NEUTRAL] OK, it's a question, because they asked me if they say Carrington, is that like a PPO plan, platinum plan, or Carrington POS?
[AGENT][NEUTRAL] It's the Carrington PPO plan.
[CUSTOMER][NEUTRAL] If you got it.
[CUSTOMER][POSITIVE] All right, then I think that's all. I'll be waiting for the fax. Thank you for your help.
[AGENT][POSITIVE] Hey, yeah, it's my pleasure. Thank you for calling us here at APL and I hope you have a fabulous day.
[CUSTOMER][NEUTRAL] You do the same bye bye.