AccountId: 011433970860
ContactId: 25a9333a-60b8-4a0e-908a-3b9cb655b86d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 289609 ms
Total Talk Time (AGENT): 85260 ms
Total Talk Time (CUSTOMER): 54303 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/25a9333a-60b8-4a0e-908a-3b9cb655b86d_20250625T20:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, hello, my name is [PII]. I'm calling from A Plus Dental Group trying to verify benefits.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with benefits. um, can I please get your callback number, ma'am just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Yeah, callback number is [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yeah, it's gonna be patient is uh [PII] and her date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And then I do have policy number being 02441693.
[AGENT][NEUTRAL] OK, let me look her up real quick.
[AGENT][NEUTRAL] OK, I do show and we have her under [PII].
[AGENT][NEUTRAL] And her effective date of the policy is [PII]. The policy is current and active.
[AGENT][NEUTRAL] And if you give me your fax number I can send you a fax back with the dental benefit breakdown for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah it's gonna be [PII].
[AGENT][POSITIVE] OK, and this will also include the fee schedule for you and frequencies. I'm gonna put you on a quick hold and I'll while I get that fax ready for you and I'll be right back.
[CUSTOMER][POSITIVE] OK thank you.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me. I have that fax on its way to you now.
[CUSTOMER][NEUTRAL] Got it and then am I able to get a um history if there's any history on file?
[AGENT][NEUTRAL] Let me look and see if there's anything.
[AGENT][NEUTRAL] No, ma'am. I do not have any history on file.
[AGENT][NEUTRAL] At this time.
[CUSTOMER][NEUTRAL] And then will, will it also have um just to verify are we network with this plan?
[AGENT][NEUTRAL] Uh, the, the insured can use any provider that they want to use. It's based on the UCR, um, fee schedule. Now we are associated with Carrington, but they do not have to use a Carrington provider.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm got it.
[CUSTOMER][NEUTRAL] Got it OK and then I'm sorry, can I get your name one more time?
[AGENT][NEUTRAL] Yes, ma'am. It's [PII] Y.
[CUSTOMER][POSITIVE] Thank you so much you have a great day.
[AGENT][POSITIVE] You too, [PII]. Thanks for calling APL. You take care.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye bye.