AccountId: 011433970860
ContactId: 43c1fce8-01ae-4499-a7c2-f3374eeb63a9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 322399 ms
Total Talk Time (AGENT): 170708 ms
Total Talk Time (CUSTOMER): 83514 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/43c1fce8-01ae-4499-a7c2-f3374eeb63a9_20250205T16:47_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I was wondering if I could get a breakdown of dental benefits for a patient.
[AGENT][POSITIVE] It would be my pleasure to assist you with benefits for patients. May I ask your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], do you spell that with a [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] [PII] Let me try that again. [PII]
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Perfect, thank you. And what is the callback number please, ma'am?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Um, it's D as in dog, 42510654.
[AGENT][NEUTRAL] Our policies are all numerical. What is the patient's last name?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] And first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Let's see how many [PII] I have. Bear with me just one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Quite a few. What state is [PII]?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Did you find another policy number?
[CUSTOMER][NEUTRAL] No, um, I was just gonna say his um date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I might have found him.
[CUSTOMER][NEUTRAL] But this is the only card.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEGATIVE] Oh shucks, that wasn't you hang on, I'm not through.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] What city is he in?
[CUSTOMER][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] Uh, he's not been in a while, so I'm just gonna take a gander and say [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I have a lot of [PII]'s so just bear with me.
[AGENT][NEUTRAL] I'm gonna keep I'm not giving up, so hang on.
[CUSTOMER][NEUTRAL] Now this is a policy supposed to be through Megaforce um hiring company.
[AGENT][NEUTRAL] Staffing, yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This time I think I found him. Hang on.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was her date of birth again?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][POSITIVE] All right, we can take off our detective hats. I found it.
[CUSTOMER][NEUTRAL] How does
[AGENT][NEUTRAL] Let me give you his.
[CUSTOMER][NEUTRAL] OK, well, somebody else say.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Let me give you his policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] His policy number is 250.
[AGENT][NEUTRAL] 084 7. That is for medical benefits, I mean for dental, I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the policy is active as of [PII].
[AGENT][NEUTRAL] And this is a limited dental policy, it only covers
[AGENT][NEUTRAL] Uh, basic and preventive services.
[AGENT][NEUTRAL] It does participate in the Carrington PPO network, but network participation is not required.
[AGENT][NEUTRAL] And I do have a breakdown that I can fax to you with the calendar year max, deductibles, frequencies, limitations, billing information, and the procedures listed that are covered. It does not have the group name and number which I could provide if needed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, that'll be good.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And that group name is, of course, the Megaphor Staffing.
[AGENT][NEUTRAL] And the group number is 70044.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEGATIVE] And also, he has no history.
[CUSTOMER][NEUTRAL] Alright, and preventative and basic is paid at.
[AGENT][NEUTRAL] Uh, preventive is 100%, basic it at 80%.
[CUSTOMER][NEUTRAL] OK, and no deductible?
[AGENT][NEUTRAL] Uh, there's a $50 deductible does not apply to preventive services.
[CUSTOMER][NEUTRAL] And a Max
[AGENT][NEUTRAL] It's $500 per calendar year and that is the verification of coverage and not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK, alright, so you can fax it, uh huh uh huh, [PII].
[AGENT][POSITIVE] And what's the fax number? I can go ahead and, absolutely.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And just to verify that fax number, I'm sending this to [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] [PII], that is on the way for you, and it has been a pleasure to assist you with that breakdown. Is there anything else I can help you with today?
[CUSTOMER][NEGATIVE] I don't think so. I appreciate it.
[AGENT][POSITIVE] Thank you, [PII], for calling APL and again, it was a pleasure to assist you with that breakdown, and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] And you as well thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.