AccountId: 011433970860
ContactId: 21a25a58-a05c-4618-b337-f2d7d2455e08
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172690 ms
Total Talk Time (AGENT): 83137 ms
Total Talk Time (CUSTOMER): 77382 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/21a25a58-a05c-4618-b337-f2d7d2455e08_20250408T14:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] This
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I work for a dental office in [PII]. I have one of your um.
[CUSTOMER][NEUTRAL] Members in our lobby and he just handed me a new insurance card. I wanted to get benefits for him.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Sure, yeah, I can check those out for you. uh, [PII], can I get a good call back number from me first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, callback number is [PII].
[AGENT][NEUTRAL] Thank you, and then is your policy number?
[CUSTOMER][NEUTRAL] Um, I have policy number 02585058.
[AGENT][NEUTRAL] OK, and then, uh, what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] It's [PII] and his date of birth is.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. So this policy is active. Effective date was [PII]. And if you'll give me one moment, I'll get that pulled up. Um, if you'd like, I can also send you a fax back that shows all of the covered procedures and benefit information.
[CUSTOMER][POSITIVE] That would be awesome.
[AGENT][NEUTRAL] OK, what was that fax number for you.
[CUSTOMER][POSITIVE] That would be awesome.
[CUSTOMER][NEUTRAL] Fax number [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I'm going to read that back to make sure I heard that correctly. That was [PII].
[CUSTOMER][POSITIVE] Perfect.
[AGENT][POSITIVE] Alrighty, I will get this sent to you you should get it within about 10 minutes or so. Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] Yeah, he's in today for just a basic exam cleaning and um X-rays. Is his preventative covered at 100%, or this isn't an HMO plan, right?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] No, this, so this policy participates in the uh Carrington PPO network. Um, it's not utilization of the Carrington network isn't required, that's just what it participates in, um, so preventative is at 100%, radiographs and all basic expenses are at 80%, and this plan does not have any major coverage.
[CUSTOMER][NEUTRAL] OK, so it's um X-rays are 80, so exam cleaning X-rays, it's gonna be um 20% of what is charged, OK.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Perfect thank you so much I appreciate your help and if you could fax that to me as soon as possible that'd be wonderful.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] Absolutely. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Nope, that's all.
[AGENT][POSITIVE] Alright well thanks for giving us a call [PII]. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thanks, you too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.