AccountId: 011433970860
ContactId: 58f8ebe7-7066-4212-bffe-6d434833b410
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200639 ms
Total Talk Time (AGENT): 78413 ms
Total Talk Time (CUSTOMER): 74260 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/58f8ebe7-7066-4212-bffe-6d434833b410_20250520T18:30_UTC.wav
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[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 Doctor [PII]'s office.
[AGENT][NEUTRAL] Hey, [PII]. How can I help today?
[CUSTOMER][NEUTRAL] I am trying to find out about the benefits on one of our patients.
[AGENT][NEUTRAL] All right, let's take a look. Do we have a policy number?
[CUSTOMER][NEUTRAL] Uh-huh. It's 02595561.
[AGENT][NEUTRAL] All right. And then if I can get the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And her date of birth is [PII].
[AGENT][NEUTRAL] All right. And are we looking for dental or medical coverage?
[CUSTOMER][NEUTRAL] Dental.
[AGENT][NEUTRAL] Dental. OK, patient is active. The effective date on here is [PII].
[CUSTOMER][NEUTRAL] So, what is this? Is it, is it dental insurance or am I contracted with them?
[AGENT][NEUTRAL] It is dental insurance. Yeah, and if you need us to, I can send you a fax back with a breakdown of the benefits on it. Let me pull it up here.
[CUSTOMER][NEUTRAL] I never heard of this.
[CUSTOMER][POSITIVE] That would be great. Can you tell me if we are contracted or what the schedule you guys follow?
[AGENT][NEUTRAL] So the plan itself pays by UCR. It does participate in the Carrington PPO network. however, a provider within that network is not required for usage.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I'm not participating with Carrington.
[CUSTOMER][NEUTRAL] So it doesn't matter though, right?
[AGENT][NEUTRAL] No, it just pays off UCR, so, and the plan itself for this patient is just preventative and basic coverage. Uh, there is no major, so, um, it's a pretty simple plan.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] OK, so I would not know what you consider.
[CUSTOMER][NEUTRAL] UCR.
[CUSTOMER][NEUTRAL] So she'd probably have to pay up front.
[CUSTOMER][POSITIVE] Um, if you can fax me those benefits, that would be great.
[AGENT][POSITIVE] Yeah, absolutely. What's a good fax number?
[CUSTOMER][NEUTRAL] 570.
[CUSTOMER][NEUTRAL] 283.
[CUSTOMER][NEUTRAL] 1492.
[AGENT][NEUTRAL] Just to confirm, 5702831492?
[CUSTOMER][POSITIVE] You got it.
[AGENT][NEUTRAL] All right, should I mark attention to anybody on that?
[CUSTOMER][NEUTRAL] No, it'll go right to me.
[AGENT][POSITIVE] OK. So give it about 5 minutes and you should have it. Is there anything else I can check on here for you?
[CUSTOMER][POSITIVE] No, that's it thank you so much I appreciate your time.
[AGENT][POSITIVE] You're welcome. Have a great day.
[CUSTOMER][POSITIVE] Thanks, you too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye