AccountId: 011433970860
ContactId: 2c8d2424-cf26-4a07-8b8e-9c2254ab24a6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190009 ms
Total Talk Time (AGENT): 57344 ms
Total Talk Time (CUSTOMER): 60541 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/2c8d2424-cf26-4a07-8b8e-9c2254ab24a6_20250321T18:22_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. um, I was just calling to get a breakdown of dental benefits for this patient, please.
[AGENT][NEUTRAL] OK, [PII], I can help you with benefits. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] I sure do. It is um 02560397.
[AGENT][NEUTRAL] You have the patient name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, her name is um [PII]. Date of birth is April.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Do you need eligibility as well?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, yes, please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] This is not a guarantee of payment, just a basic outline of the policy. I show her active and effective [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Let's see
[AGENT][NEUTRAL] Uh, give me just a moment pulling up her policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, she, she has a $500 calendar year maximum benefit.
[AGENT][NEUTRAL] Um, looks like preventative services are paid at 100%. There's no deductible.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK OK.
[AGENT][NEUTRAL] And basic services are paid at 80% with a $50 calendar year deductible.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Could you
[CUSTOMER][NEUTRAL] Tell me what um what fee schedule do you guys use or does this plan use?
[AGENT][NEUTRAL] Um, they do use Carrington, um, for network providers.
[AGENT][NEUTRAL] And
[CUSTOMER][POSITIVE] Carrington perfect OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, let's see, I don't see.
[AGENT][NEUTRAL] I don't see a fee schedule for this one.
[CUSTOMER][NEUTRAL] OK, OK, OK, I think mm.
[CUSTOMER][POSITIVE] I think that's all of the questions I had, um, and then I do have um uh a fax back of her benefits I got earlier so I think that is everything I need. Thank you so much for your help.
[AGENT][POSITIVE] OK, [PII], thank you for calling APL. Have a great weekend.
[CUSTOMER][POSITIVE] Mhm thank you you too.
[AGENT][NEUTRAL] All right, bye.
[CUSTOMER][NEUTRAL] Bye bye.