AccountId: 011433970860
ContactId: 35431423-6edc-40db-8076-1d4135e8a38f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 283010 ms
Total Talk Time (AGENT): 62301 ms
Total Talk Time (CUSTOMER): 74487 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/35431423-6edc-40db-8076-1d4135e8a38f_20250515T19:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, this is [PII] calling from Coxor Family Dentistry. I have a patient that's here now, and I'm trying to get his, uh, breakdown of his dental benefits.
[AGENT][NEUTRAL] OK, [PII], I can help you with benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And you have the policy number of that patient?
[CUSTOMER][NEUTRAL] Uh huh 02614668.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Uh, I show the policy is effective [PII].
[AGENT][NEUTRAL] Yeah, let me get that pulled up.
[AGENT][POSITIVE] Um, I can send over a full breakdown. It just takes about 2 minutes or if there's something you need to go over on the phone, we can do that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, the, the breakdown would be great, but I may get some additional information from you too.
[AGENT][NEUTRAL] OK. What's your fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me get this facts real quick and we've got it in here.
[AGENT][NEUTRAL] OK, that's headed your way. And um what can I help with on the phone?
[CUSTOMER][NEUTRAL] Um, what the schedule do y'all go by?
[AGENT][NEUTRAL] Uh, we just, uh, it's based on what's reasonable and customary. They do use Carrington, um, but it's not required, but it is an option for them to use the Carrington network.
[CUSTOMER][NEUTRAL] OK, that's not with denim through denimax, is it?
[AGENT][NEUTRAL] Um, I don't know if you're part of their network. You would have to contact Carrington.
[CUSTOMER][NEUTRAL] OK, um, is there a missing two calls?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, is he in waiting periods?
[AGENT][NEGATIVE] Uh, no waiting courage.
[CUSTOMER][NEUTRAL] No waiting periods.
[AGENT][NEUTRAL] No waiting periods, correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Alright, let's see.
[CUSTOMER][NEUTRAL] Do y'all do do we file electronically or paper?
[AGENT][NEUTRAL] Um, either one. payer ID is 60801.
[CUSTOMER][NEUTRAL] 60801 alright.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] OK and the address will be on that.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][NEUTRAL] Yes, yeah, it's on the fax back, um, got our uh payer ID, mail to and fax to information.
[CUSTOMER][POSITIVE] OK, that's nice.
[CUSTOMER][POSITIVE] OK great alright thank you mhm bye bye.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a great day.