AccountId: 011433970860
ContactId: 422c6194-bb5f-41b9-bd8a-287d6061a850
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147699 ms
Total Talk Time (AGENT): 72198 ms
Total Talk Time (CUSTOMER): 88677 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/422c6194-bb5f-41b9-bd8a-287d6061a850_20250602T16:18_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Adler Family Dental, and I'm checking on dental coverage for a patient of ours.
[AGENT][NEUTRAL] All right, [PII]. Happy to check on eligibility. What is your policy number?
[CUSTOMER][NEUTRAL] Uh, it says 02621112.
[AGENT][NEUTRAL] OK. And then patient's name and date of birth.
[CUSTOMER][NEUTRAL] Is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] Thank you so much. So the patient is active. Effective date is [PII].
[AGENT][POSITIVE] And we can also send you a breakdown um with a fax back if you'd like or verbally give you a breakdown whatever works best for you.
[CUSTOMER][NEUTRAL] Um, OK, you could do the fax back, but I have a question or two before you do. Does she have out of network benefits?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, so no network is required for usage on this member's plan. It does participate in the Carrington PPO network, however.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] OK, so when since we don't participate then um it's still paid based on the benefits, is that correct? All right, is it gonna have the frequencies on the uh plan? I'm on the uh print out.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Mhm. Correct, yes ma'am. Yes ma'am.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, it does.
[CUSTOMER][NEUTRAL] It does. OK. All right, so yeah, send it over.
[AGENT][NEUTRAL] OK, what's a good fax number?
[CUSTOMER][POSITIVE] I'll give you
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I know, OK.
[AGENT][NEUTRAL] And the only thing that won't be on there, so it does have like the calendar max and deductible, it just won't have the amount used. Uh, this patient's plan is so new they have both amounts remaining, so the $50 deductible, yeah, and the $500 it's a $50 deductible and then a 500 calendar year max.
[CUSTOMER][NEUTRAL] Like earlier.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, so I
[CUSTOMER][NEUTRAL] Yeah, I'm sure.
[CUSTOMER][NEUTRAL] How much?
[CUSTOMER][NEUTRAL] How much?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, very good, yeah, send it over, OK.
[AGENT][NEUTRAL] All right, [PII]. Mhm.
[CUSTOMER][POSITIVE] All right, you take care.
[AGENT][NEUTRAL] Bye bye.