AccountId: 011433970860
ContactId: 5fea5c04-ece8-4442-b3d4-771bda48d9cf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 614679 ms
Total Talk Time (AGENT): 124882 ms
Total Talk Time (CUSTOMER): 125070 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/5fea5c04-ece8-4442-b3d4-771bda48d9cf_20250516T14:34_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling from Brighton Dental Orthodontics. I'm trying to verify dental benefits for a patient.
[CUSTOMER][NEUTRAL] today was the.
[AGENT][NEUTRAL] Brighton Orthodontics. Sure. Can I get your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] And a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Well.
[AGENT][POSITIVE] OK, thank you so much. And do you have the policy number?
[CUSTOMER][NEUTRAL] I have 02623588.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] One moment, and you need, did you want the fax back?
[CUSTOMER][NEUTRAL] Um, can you give me a verbal and then if anything, yeah, also a fax back, and then can you verify if my dog is this Carrington or what what plan is this because.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Sure, um,
[AGENT][NEUTRAL] Um, let me look. What is the patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I do not have that birthday.
[AGENT][NEUTRAL] Or, and what is his name?
[CUSTOMER][NEUTRAL] Mm let's try another patient, [PII] let's try.
[AGENT][NEUTRAL] Yeah, that's not, that's not the birthday that we have.
[CUSTOMER][NEUTRAL] OK, let's try [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, that one will work.
[CUSTOMER][NEUTRAL] They have to remember to injury they have to upset it up.
[CUSTOMER][NEUTRAL] If you don't wanna live
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah they give you more like.
[CUSTOMER][POSITIVE] You know and you like it.
[AGENT][NEUTRAL] I don't believe it's [PII]. Give me one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Bye, thank you. Mhm.
[AGENT][NEUTRAL] Let me pull up this particular one for you.
[CUSTOMER][NEUTRAL] We
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sorry, one moment while I try to pull that up.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's
[AGENT][NEGATIVE] Computer's going just a little slow.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Give me just a second. Um, my computer's going just a little slow, so give me one second. I'll see if someone else can pull it up for me real quick. OK.
[CUSTOMER][NEUTRAL] That's fine mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, I have someone pulling it up for me real quick because my computer is going a little slow.
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Were you able to find it?
[AGENT][POSITIVE] Yes, ma'am. I just wanted to make sure that I got the right one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then do you have the do you have particular codes you would like me to look at?
[AGENT][NEUTRAL] Procedure codes.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yes ma'am, I needed to know what uh fee schedule my provider is gonna be following.
[CUSTOMER][NEUTRAL] You want to go right now?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] for
[AGENT][NEUTRAL] These are flat rates, it is not percentages.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Is it a discount plan?
[CUSTOMER][NEUTRAL] It
[AGENT][NEGATIVE] It is not a discount plan.
[AGENT][NEUTRAL] Oh, let me see.
[AGENT][NEUTRAL] So this would have a $750 calendar year maximum with a $50 deductible.
[AGENT][NEUTRAL] 1000 up to $150 per family.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And this is a verification of benefits and not necessarily a guarantee of payment.
[AGENT][NEUTRAL] But this would have
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Uh, preventative expenses 80 or 100% allowable radiographs FMX expenses 80% allowable.
[AGENT][NEUTRAL] Basic expenses, 80% of allowable and basic restorative expenses at 80% allowable.
[CUSTOMER][NEUTRAL] Can you send me a fax back, please?
[AGENT][POSITIVE] Yes ma'am, what's a good fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I have [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] Alright, I will get that to you in just a moment, OK?
[CUSTOMER][POSITIVE] Thank you mhm.
[AGENT][NEUTRAL] Alright, and is there anything else I can help you with?
[CUSTOMER][NEUTRAL] That'll be yeah.
[AGENT][POSITIVE] Alright, thank you so much for calling APL and have a great day.
[CUSTOMER][NEUTRAL] Bye bye.