AccountId: 011433970860
ContactId: 2f8fd958-832e-4efa-863e-42ea9dcf63cb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 227990 ms
Total Talk Time (AGENT): 130159 ms
Total Talk Time (CUSTOMER): 104668 ms
Interruptions: 2
Overall Sentiment: AGENT=2.8, CUSTOMER=2.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/2f8fd958-832e-4efa-863e-42ea9dcf63cb_20250102T20:01_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, my name is [PII]. I'm with Green Castle Hometown Dental, and I was wanting to verify dental benefits for a new patient.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you with benefits, [PII], and do you spell your name with a [PII] or an [PII]?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] With an [PII]
[AGENT][POSITIVE] Thank you. And what is a good call back number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, [PII], and what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What, just one second, you'll just add those two numbers together the 429 and 359, and that'll be what she pays yeah sorry about that. um, it is 02549891.
[AGENT][POSITIVE] No problem.
[AGENT][NEUTRAL] Thank you, [PII] and what is the patient's name and date of birth?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] All right, thank you, and it would be my pleasure to help you with eligibility and benefits for [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] I'm showing that her policy is active. Effective date is [PII].
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] And, are you needing a breakdown?
[CUSTOMER][NEUTRAL] Yes, I didn't know if you guys have a way of faxing that or.
[AGENT][NEUTRAL] Yeah, I'm working on that right now for you. Now, I will tell you while I'm getting this together, this is a limited dental policy. It does not cover major procedures. That does include oral surgery, prosthodontic repairs, endodontic services, and periodontal services.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So does it, I know oral surgery can cover different things. Does it cover a simple extraction if it's not surgical?
[AGENT][NEUTRAL] Mhm. The 7140 is.
[CUSTOMER][NEUTRAL] Uh, sure.
[AGENT][NEUTRAL] Uh, a covered extraction.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] And on the fax back you're gonna get the calendar year max, deductibles, frequencies, limitations, our billing information is listed with the payer ID, mailing address and fax number.
[AGENT][NEUTRAL] The group name and number is not listed. Do you need that?
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][NEUTRAL] Um, she gave me a card. I have a group number of 70054.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have a group name? Do you need that?
[CUSTOMER][POSITIVE] Sure, that would be good.
[AGENT][POSITIVE] Group name is innovative, that's in, I'm this, let me try that again. I N N O V as in Victor, A T I V E, Staff solutions.
[CUSTOMER][NEGATIVE] Oh, a paper cutters.
[CUSTOMER][NEUTRAL] and then I thought no.
[CUSTOMER][NEUTRAL] I was he's at our house.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][POSITIVE] And if you'll give me that fax number, I'll go ahead and get this on the way.
[CUSTOMER][NEUTRAL] I like
[CUSTOMER][NEUTRAL] Absolutely the fax number is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. And just to verify that fax number, I am sending this to [PII].
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] Alright, thank you. Now the policy does participate in the Carrington PPO network but it network participation is not required.
[CUSTOMER][POSITIVE] Oh thank you.
[CUSTOMER][POSITIVE] All right wonderful thank you so much for all your help today.
[AGENT][POSITIVE] Well, it's been my pleasure, [PII]. That fax is on the way for you. You should be receiving it shortly. Anything else I can help you with today?
[CUSTOMER][POSITIVE] Um, that should be it. Thank you so much.
[AGENT][POSITIVE] And thank you for calling APL [PII]. I hope you have a wonderful day and a very happy new year.
[CUSTOMER][POSITIVE] Thank you I hope you do as well.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][POSITIVE] You're welcome bye.