AccountId: 011433970860
ContactId: 59760291-34d0-4a89-bc3a-8e9c84d91117
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184279 ms
Total Talk Time (AGENT): 106550 ms
Total Talk Time (CUSTOMER): 37448 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/59760291-34d0-4a89-bc3a-8e9c84d91117_20250121T14:23_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] Oh yes, I'm trying to get uh benefit information for a patient.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you with benefits this morning. May I ask your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, [PII] and a callback number?
[CUSTOMER][NEUTRAL] [PII] option 2.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Option 2. Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] I it's 606-7887.
[AGENT][NEUTRAL] What is the pol the patient's name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Alright, I can help you with eligibility and benefits for [PII]. Now we have him listed just so you know is [PII].
[CUSTOMER][NEUTRAL] Yes, yes, I see [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Alright, thank you. Now I'm showing that his, and this is for dental eligibility?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] All right, thank you. This policy is active.
[AGENT][NEUTRAL] Effective date is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And the policy does follow the Carrington PPO network option A fee schedule.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I do have a breakdown I can send you if you would like.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] I can do that on the breakdown it will have the calendar year max deductible frequencies, limitations and our billing information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the benefits listed is the amount that we pay toward the covered procedures listed.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And I'm getting that ready for you, [PII], if you'll bear with me just one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Or maybe 2 depending on the computer, there we go.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see, it'll have.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] 606-787.
[AGENT][NEUTRAL] Bike Thistle.
[AGENT][NEUTRAL] And I'm ready for that fax number, [PII].
[CUSTOMER][NEUTRAL] Alright, it's gonna be [PII].
[AGENT][NEUTRAL] And just to verify that fax number, I'm sending this to [PII], is that correct?
[CUSTOMER][POSITIVE] Yes. Yes, yes.
[AGENT][NEUTRAL] [PII], that is on the way for you. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Uh, no, ma'am, thank you.
[AGENT][POSITIVE] My pleasure to assist you, [PII]. Thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] Alright, you too. Bye bye.
[AGENT][POSITIVE] Thank you bye bye.