AccountId: 011433970860
ContactId: 21054eea-5ab8-4444-bdbc-a5234b3442bb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 236979 ms
Total Talk Time (AGENT): 123620 ms
Total Talk Time (CUSTOMER): 83517 ms
Interruptions: 1
Overall Sentiment: AGENT=2.5, CUSTOMER=3.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/21054eea-5ab8-4444-bdbc-a5234b3442bb_20250402T17:42_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. How are you today?
[AGENT][POSITIVE] I'm doing well, [PII] thank you for asking and how are you doing today?
[CUSTOMER][NEUTRAL] I'm fine, thank you for asking. Also, I was calling in regards to a patient's dental benefits and eligibility, please.
[AGENT][POSITIVE] It would be my pleasure to assist you with the benefits and eligibility. [PII], what is a good callback number?
[CUSTOMER][NEUTRAL] Uh, it is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] Excuse me, and what is the policy number for the patient, please?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] It is 024.
[CUSTOMER][NEUTRAL] 609.
[CUSTOMER][NEUTRAL] 82
[AGENT][NEUTRAL] Thank you. And the patient's name or if you need to spell the last name or?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yes. Um, first name is [PII]. Last name is [PII]. Um date of birth, [PII].
[AGENT][NEUTRAL] And date of birth.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yes
[AGENT][POSITIVE] All right. Good job, [PII]. Thank you.
[CUSTOMER][POSITIVE] Yeah thank you.
[AGENT][POSITIVE] It would be my pleasure to assist you with eligibility and benefits for Jia.
[AGENT][NEUTRAL] I'm showing that her policy is active.
[AGENT][NEUTRAL] Effective date is [PII].
[AGENT][POSITIVE] And I actually have a breakdown I can fax to you if you're interested in that as well, or I can give you the benefits of the phone.
[CUSTOMER][POSITIVE] Oh yes, that would be great.
[AGENT][NEUTRAL] Alright, let me see if I can spell his last name. Hang on just a second, and then I can.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] ESCU, um, now this is a limited dental policy.
[AGENT][NEUTRAL] It does participate in the Carrington PPO network but not required.
[AGENT][NEUTRAL] And on the breakdown, you're gonna get the calendar year max, deductibles, frequencies, limitations. It'll have our billing address, payer ID and fax number.
[AGENT][NEUTRAL] And the group name and number is not included on the breakdown which I can provide if needed.
[CUSTOMER][POSITIVE] Oh, that wouldn't be necessary, thank you.
[AGENT][NEUTRAL] OK. And I am ready for that fax number.
[CUSTOMER][POSITIVE] Perfect. It is 718.
[CUSTOMER][NEUTRAL] 425.
[CUSTOMER][NEUTRAL] 973 9.
[AGENT][NEUTRAL] And just to verify that fax number, I'm sending this breakdown to [PII].
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] And that is on the way for you. Is there anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] Um, just quickly, I was wondering if the, um, patient has met the deductible and if she used any of the benefits remaining.
[AGENT][NEUTRAL] For [PII], she has not used any of her benefits nor met her deductibles.
[CUSTOMER][POSITIVE] OK perfect thank you so much [PII] for all your help. I really appreciate everything.
[AGENT][POSITIVE] Well, it's been such a pleasure to assist you with that breakdown, [PII]. Anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that'll be all for today. Once again, thank you so much for all your help. I appreciate it and I hope you have a great rest of the day.
[AGENT][POSITIVE] I hope you do as well, [PII]. Thank you for calling APL and have a lovely afternoon.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Bye bye.