AccountId: 011433970860
ContactId: 59271249-5afa-4fd7-8131-4081383bc7c0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 271649 ms
Total Talk Time (AGENT): 81196 ms
Total Talk Time (CUSTOMER): 128684 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/59271249-5afa-4fd7-8131-4081383bc7c0_20250409T14:00_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I was calling to get a breakdown of benefits for dental.
[AGENT][NEUTRAL] Um, yes, ma'am. I can fax that information over to you. Um, first, could I get your name and a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] [PII]. What was your name?
[AGENT][NEUTRAL] Um, my name is [PII]. Um, it's spelled [PII] and my last initial is [PII].
[CUSTOMER][NEUTRAL] OK, if you already have that fax, I just have some questions.
[AGENT][NEUTRAL] OK, sure, [PII], um.
[CUSTOMER][NEUTRAL] Just to verify.
[AGENT][NEUTRAL] OK. Let's see. Let me get the policy number, please.
[CUSTOMER][NEUTRAL] 026081887.
[AGENT][NEUTRAL] Thank you. Now please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Because
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And one moment, her benefits are coming up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am. Your question?
[CUSTOMER][NEUTRAL] OK, um, are we in or out of network and does she have out of network benefits?
[AGENT][NEUTRAL] Um, there is no network. We work with all providers. Um, Carrington Network is available, but it's not required.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] So no network. OK.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Do you have a group name and a group number?
[AGENT][NEUTRAL] Um, yes, her group.
[CUSTOMER][NEUTRAL] It was
[AGENT][NEUTRAL] Name is
[AGENT][NEUTRAL] The group name is Management.
[AGENT][NEUTRAL] Analysis.
[CUSTOMER][POSITIVE] Um, let me just get you the ID. sorry, quickly, and it just um everything on that one and it'll be with you. Thank you.
[AGENT][NEUTRAL] And utilization incorporated.
[CUSTOMER][NEUTRAL] Hey, you wanna play the card
[CUSTOMER][NEUTRAL] Management analysis utilization, Inc.
[AGENT][NEUTRAL] Incorporated. Yes, ma'am.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And the group number?
[AGENT][NEUTRAL] The group number is 70056.
[CUSTOMER][NEUTRAL] OK. Um, so,
[CUSTOMER][NEUTRAL] She would, OK, so.
[CUSTOMER][NEUTRAL] Um, the previous representative from the staffing agency was telling me that she goes by her coverage weekly.
[CUSTOMER][NEUTRAL] I for my son.
[CUSTOMER][NEUTRAL] Or is it like the full maximum anytime she wants to use it?
[AGENT][POSITIVE] Yes, it's the full maximum anytime she wants to use it.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK. That's weird why she would say that.
[CUSTOMER][NEUTRAL] OK. Can you give me the breakdown?
[CUSTOMER][NEUTRAL] Just to verify, I have preventative 100%, basic 80%. There's no major and or peril oral surgery coverage.
[AGENT][NEUTRAL] Right, that's basically the breakdown. Yes, ma'am.
[CUSTOMER][NEUTRAL] What's under basic?
[CUSTOMER][NEUTRAL] What's covered under basic?
[AGENT][NEGATIVE] Um, what's on the fee schedule, whatever's on the fee schedule, that, that's on the breakdown that you received, that's what's covered. If it's not on there, then it's not covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So anything, anything that is not on the fax is not covered.
[AGENT][POSITIVE] Yes, ma'am, that's correct.
[CUSTOMER][NEUTRAL] On that breakdown, hm.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK. Let's see what else I need.
[CUSTOMER][POSITIVE] OK, that'll be all. Thank you.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK. I thank you again, [PII], for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.