AccountId: 011433970860
ContactId: 47c622b3-5367-4a79-ad2d-890a3291c76b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 211330 ms
Total Talk Time (AGENT): 118976 ms
Total Talk Time (CUSTOMER): 79737 ms
Interruptions: 1
Overall Sentiment: AGENT=2.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/47c622b3-5367-4a79-ad2d-890a3291c76b_20250107T15:56_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I'm just checking to see whether or not this patient has dental benefits.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you. May I ask your name?
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[AGENT][POSITIVE] Thank you, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] [PII]. Thank you, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And [PII], what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Uh, I have her social and it is [PII].
[AGENT][NEUTRAL] Let me, let me get, let me get to that screen. I apologize, I didn't mean to interrupt you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, no problem.
[AGENT][NEUTRAL] I didn't want you to have to repeat it again.
[CUSTOMER][POSITIVE] That's OK. That is no problem.
[AGENT][NEUTRAL] And what is that social?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And what is the patient's name?
[CUSTOMER][NEUTRAL] First name is [PII]. Last name is [PII].
[AGENT][NEUTRAL] Thank you. And her date of birth, please, ma'am.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right, [PII], she does have an active dental policy, and I'll be happy to provide that ID number for you.
[CUSTOMER][POSITIVE] OK, I'm ready whenever you are.
[AGENT][NEUTRAL] It is 255.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 6953.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, let me repeat that, OK? 25569553.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] That's correct, and effective [PII], and active.
[CUSTOMER][NEUTRAL] OK, is there any way you can send me a fax with everything break down of the insurance?
[AGENT][NEUTRAL] Absolutely. I was just starting to work on that for you in case you needed that. Now I will tell you that her policy does participate in the Carrington PPO network, but network participation is not required.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, Carrington.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it is a limited dental policy. It does not cover major procedures.
[CUSTOMER][NEUTRAL] OK, so you're part of the Carrington network.
[AGENT][NEUTRAL] That's right, but it's not required. We pay the same benefits both in and out of network.
[CUSTOMER][POSITIVE] Oh, OK. All right. Whenever you're ready, I'm ready.
[AGENT][NEUTRAL] All right, now the only thing that's not going to be listed on the well is history, of course, but she has no history and also the group name and number will not be listed. Do you need that, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I got the group numbers GRU 70055.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] And what is the fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let me just verify that fax number I'm sending this to is.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Yes, that is correct.
[AGENT][POSITIVE] And that breakdown is on the way for you. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Oh no, that'll be it. That's all we needed to know.
[AGENT][POSITIVE] Well, [PII], thank you for calling APL. It's been a pleasure to assist you with that breakdown. I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You too you have a good one too.
[AGENT][POSITIVE] Stay warm. You too. Bye-bye.
[CUSTOMER][NEUTRAL] You too. All right. Bye-bye.