AccountId: 011433970860
ContactId: 6324dbda-c23d-49f2-ba9b-73651e518c02
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 323420 ms
Total Talk Time (AGENT): 120957 ms
Total Talk Time (CUSTOMER): 93197 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/6324dbda-c23d-49f2-ba9b-73651e518c02_20250317T19:44_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Here you
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] with Toll and Dental. I was just calling to um.
[CUSTOMER][NEUTRAL] Check benefits and eligibility on a patient.
[AGENT][POSITIVE] [PII], it would be my pleasure to assist you with eligibility and benefits. What is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] He gave me 794686.
[AGENT][NEUTRAL] And what is the patient's name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] It is [PII] [PII].
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] I am showing that his policy is active as of [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] This policy does follow the Carrington fee schedule option D.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I can send you a
[AGENT][NEUTRAL] Um, breakdown if you would like of the fee schedule.
[CUSTOMER][POSITIVE] That would be perfect if you could.
[AGENT][NEUTRAL] I can.
[CUSTOMER][NEUTRAL] Would it show like the eligibility and the effective day and all of that information too?
[AGENT][NEGATIVE] It would not have the effective date um listed on the breakdown that I faxed, but it would show, well, it does have the effective date. There's no um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Termination date on file for the policy.
[CUSTOMER][NEUTRAL] OK, um, and what was that full day? I have [PII], but I didn't catch the month and day.
[AGENT][NEUTRAL] Sure. It's [PII].
[CUSTOMER][NEUTRAL] [PII], that's a long time.
[AGENT][NEUTRAL] It is a long time. That's gonna be on the fax back. Now, on the fax back, you're actually going to get the calendar year max, deductibles, frequencies, limitations. Our billing information will also be included. Now, because this does pay for the car by the Carrington uh fee schedule option D.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] It will, the benefit amount is the amount that we pay to the listed procedures, so it's not gonna have your percentages we pay that benefit amount.
[CUSTOMER][NEUTRAL] Uh huh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so you put benefit amount.
[AGENT][NEUTRAL] And what is that fax number, [PII]?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And just to verify that fax number, I'm sending this fee scheduled to [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] That is on the way for you. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] I don't think so. He, so he has this insurance and the Delta General of Arkansas with the Delta General be his primary?
[CUSTOMER][NEUTRAL] And this is a secondary.
[AGENT][NEUTRAL] Hang on just a second, let me check that.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I wasn't sure if you could tell me that or not, so I was.
[AGENT][NEUTRAL] Yeah, I'm not really sure, but I'm gonna check on that for you. Hang on just a second.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Hang on just a second, I'm checking on it, OK?
[CUSTOMER][POSITIVE] Oh you're OK.
[CUSTOMER][NEUTRAL] Sure
[AGENT][NEUTRAL] Give me just a second.
[CUSTOMER][POSITIVE] Oh you're OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, we don't, I don't have that information.
[CUSTOMER][NEUTRAL] You don't? OK, OK.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Got you OK alright well thank you so much for your help and I'll be looking for that fact.
[AGENT][POSITIVE] You should be getting it shortly and thank you for calling ATL. I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you you as well.
[AGENT][POSITIVE] Thank you and thank you for calling [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] Alright, uh-huh you too bye bye.