AccountId: 011433970860
ContactId: 400ebb6d-e678-4268-83bc-604188dab884
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117519 ms
Total Talk Time (AGENT): 54416 ms
Total Talk Time (CUSTOMER): 52027 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/400ebb6d-e678-4268-83bc-604188dab884_20250225T14:27_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I am needing to get um a breakdown of dental benefits if possible.
[AGENT][NEUTRAL] Sure, I can assist you with that. Would you like that fax or verbally?
[CUSTOMER][NEUTRAL] Um, could I get it faxed, please?
[AGENT][NEUTRAL] Of course, can I have your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. My callback number is [PII].
[AGENT][NEUTRAL] And [PII], what is your
[AGENT][NEUTRAL] Policy number that you're calling to request to fax back of benefits for.
[CUSTOMER][NEUTRAL] It is 02555465.
[AGENT][NEUTRAL] And could you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's going to be for [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is your fax number [PII]?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] I have [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] So let me make sure she don't have any history on file.
[AGENT][NEGATIVE] She has no history on file and any code is not listed on the schedule that I sent over to you just but that means that it's not covered.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK and then is the fee schedule that we should be using on there?
[AGENT][NEUTRAL] Is um based on user and customary it's the Carrington network. however, the member does not have to utilize the Carrington network provider because the policy is a PPO.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] And then is there a payer?
[CUSTOMER][NEUTRAL] A payer ID it's not on the fax.
[AGENT][NEUTRAL] Yes, it's on the fax, however, I can give it to you verbally 60801.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 801 OK perfect alrighty ma'am, well that's all that I needed I'll just wait for that fax back.
[AGENT][POSITIVE] Thanks for calling APL and you have a great day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] All right, [PII]. Thanks. Goodbye.
[CUSTOMER][NEUTRAL] Bye.