AccountId: 011433970860
ContactId: 3beb5d32-6752-4d62-b00b-d31e55f044fb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 212860 ms
Total Talk Time (AGENT): 94624 ms
Total Talk Time (CUSTOMER): 74789 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/3beb5d32-6752-4d62-b00b-d31e55f044fb_20250416T21:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Advanced Dental Care, Doctor [PII]'s office in regards to patient benefits.
[AGENT][POSITIVE] I'm happy to check on benefits for you today, [PII]. Can I get the patient's policy number?
[CUSTOMER][NEUTRAL] Absolutely, patients policy number is going to be 02556897.
[AGENT][POSITIVE] All right, thank you so much. Give me just a moment.
[AGENT][NEUTRAL] And then if I could get a patient's name and date of birth?
[CUSTOMER][NEUTRAL] Absolutely. Patient's name is going to be [PII], and then the date of birth is going to be [PII].
[AGENT][POSITIVE] Thank you so much. And patient is active. The effective date is gonna be [PII].
[AGENT][POSITIVE] And then if you need we can also send a fax back with a breakdown of benefits or I can give you verbally whatever you need over the phone as well.
[CUSTOMER][NEUTRAL] Um, verbally would be great and then I did actually have a question. Uh, does [PII] have any out of network benefits?
[AGENT][NEUTRAL] Yeah, so no networks required for usage. It does participate the plan itself and the Carrington PPO network. however, it's not required.
[CUSTOMER][POSITIVE] OK dokey thank you for that and then if I could get verbal benefits that would be fantastic.
[AGENT][NEUTRAL] Absolutely. So it looks like the calendar year maximum for this patient is $500.
[AGENT][NEUTRAL] Their calendar year deductible is going to be 50 and that's per covered insured up to 150 per family. However, this is just a single plan here.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEGATIVE] Doesn't look like patients use as anything as of today.
[AGENT][NEUTRAL] Uh, patients plan looks like they cover preventative and basic. Preventative's covered at 100%.
[AGENT][NEUTRAL] And then basic and FMX are gonna be covered at 80.
[AGENT][NEUTRAL] There's no waiting period.
[CUSTOMER][NEUTRAL] OK dokey.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And did you need frequencies as well?
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Um, are your frequencies your average, your 6 months for cleanings and, um, basically it varies off of 2s every.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] 24 or so months. OK, perfect, um, and then it's it's only covers uh preventative and basic, correct?
[AGENT][POSITIVE] Yeah, pretty, yeah, pretty much.
[AGENT][NEUTRAL] Yes, ma'am. Uh-huh.
[CUSTOMER][POSITIVE] OK perfect well then thank you for your time today and if I can get a fax back as well that would be fantastic so we have a physical copy.
[AGENT][NEUTRAL] Of course, what's a good fax number for you, Justice?
[CUSTOMER][NEUTRAL] a good fax number is going to be [PII].
[AGENT][NEUTRAL] Just to confirm, I have [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, so that should be there in about 5 minutes. Anything else I can check on for you today?
[CUSTOMER][POSITIVE] No, that'll be all. I appreciate your time today.
[AGENT][POSITIVE] Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.