AccountId: 011433970860
ContactId: 35fbab99-b8e4-43a0-aa7e-0a98cdffc82b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 263510 ms
Total Talk Time (AGENT): 125740 ms
Total Talk Time (CUSTOMER): 73924 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/35fbab99-b8e4-43a0-aa7e-0a98cdffc82b_20250128T14:11_UTC.wav
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[AGENT][POSITIVE] Morning, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII] and I'm calling about dental coverage.
[AGENT][POSITIVE] [PII], it would be my pleasure to assist you. What is the callback number, please?
[CUSTOMER][NEUTRAL] I'm sorry, what was that?
[AGENT][NEUTRAL] Callback number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] The policy number that I have is 616265.
[AGENT][NEUTRAL] And the patient's name and date of birth please, ma'am.
[CUSTOMER][NEUTRAL] OK, so for the patient today, I have her first name is [PII] and her last name is [PII].
[AGENT][NEUTRAL] And date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you. And it would be my pleasure to help you with benefits for [PII].
[AGENT][NEUTRAL] I am showing her policy is active.
[AGENT][NEUTRAL] Effective date is [PII].
[AGENT][NEUTRAL] This policy goes by the Carrington fee schedule option A.
[CUSTOMER][NEUTRAL] Hang on.
[CUSTOMER][NEUTRAL] OK, and what is the group name for this policy?
[AGENT][NEUTRAL] I'm checking that.
[AGENT][NEUTRAL] Group name is Bogalusa City Schools.
[CUSTOMER][NEUTRAL] OK, could you spell that for me?
[AGENT][POSITIVE] Sure, it's BO, and that's B [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] City schools.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Would you like a group number?
[CUSTOMER][NEUTRAL] And what is the group number? Yes, ma'am.
[AGENT][NEUTRAL] The group number is 4372.
[CUSTOMER][NEUTRAL] OK, and what is the max amount of benefits allowed per year?
[AGENT][NEUTRAL] It's, it's $1000 per calendar year. Now that is a verification of coverage and not a guarantee of payment. And I tell you, [PII], I've got a breakdown I can fax to you that will have the calendar year max, deductibles, frequencies, limitations, our billing information, and the benefit amount that we pay toward the listed procedures. Are you interested in that?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Yes ma'am, that would be awesome.
[AGENT][POSITIVE] And getting that together for you we can get that right to you.
[AGENT][NEUTRAL] Bear with me just one second.
[AGENT][NEUTRAL] And what is that fax number, [PII]?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] It is 318.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And just to verify that fax back, I'm sending this to [PII].
[CUSTOMER][POSITIVE] Yes ma'am, that is correct.
[AGENT][POSITIVE] All right, that is on the way for you.
[AGENT][NEUTRAL] And as of right now, she has not used any benefits for [PII], so it's all available.
[AGENT][NEUTRAL] And like I said, on that breakdown, the, it'll have the procedure listed on the left and the benefit amount that we pay on the right, it's not a percentage policy.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And will they have the frequencies as well?
[AGENT][NEUTRAL] It will.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, well thank you.
[AGENT][POSITIVE] It's been my pleasure to assist you with that breakdown. Is there anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] No ma'am, that'd be all.
[AGENT][POSITIVE] Thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][NEUTRAL] Bye-bye.