AccountId: 011433970860
ContactId: 671716a4-4bda-4454-8a84-c89b0fbbf549
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 238009 ms
Total Talk Time (AGENT): 107041 ms
Total Talk Time (CUSTOMER): 65532 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/671716a4-4bda-4454-8a84-c89b0fbbf549_20250206T19:42_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes, my name is [PII]. I'm calling from Dell Ohio Community Dental Clinic, and I, uh, was trying to check some benefits on the patient, please.
[AGENT][POSITIVE] [PII], it would be my pleasure to assist you with benefits today. What is the callback number?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] Thank you, [PII]. What is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] Uh, the policy number is.
[CUSTOMER][NEUTRAL] 715-625.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII]'s date of birth is, wait, let me get her date of birth.
[CUSTOMER][NEUTRAL] Hold on [PII].
[CUSTOMER][NEUTRAL] Let me pull up the date of birth.
[AGENT][POSITIVE] You're fine. Take your time.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Hold on, her date of birth is [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][POSITIVE] And I will be happy to help you with that eligibility. I am showing that [PII]'s policy is active.
[AGENT][NEUTRAL] Effective date is [PII].
[AGENT][NEUTRAL] And this policy goes by the Carrington PPO fee schedule.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, are there any way I can get a copy of the schedule faxed to me or something if he schedule?
[AGENT][POSITIVE] I'm working on that for you. Yes, ma'am. I'll be happy to fax that to you. And this goes by the option D as in Delta.
[AGENT][NEUTRAL] The schedule option D.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] What is that fax number, [PII]?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] All right, if you just bear with me just one moment, I'm getting that fact prepared for you. On the facts, you're gonna get the calendar year max deductibles, frequencies, limitations, and the benefit amount payable for the covered procedures listed.
[CUSTOMER][NEUTRAL] OK, and is is this just like a discounted plan or something?
[AGENT][NEUTRAL] So, it goes, it, are you a Carrington provider?
[CUSTOMER][NEUTRAL] Yes I think so because we do do that insurance.
[AGENT][NEUTRAL] OK, so on this plan it's not a kind of plan but it does on the breakdown that I'm sending you, you will see the benefit amount listed that is the amount that we pay.
[AGENT][NEUTRAL] Toward those procedures.
[CUSTOMER][NEUTRAL] OK, I understand.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And just one more second and I'll get this on the way for you.
[AGENT][NEUTRAL] And just to verify that fax number, I'm sending this to [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] All right, [PII], that is on the way for you. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] Thank you for calling APL. I hope you have a wonderful afternoon, [PII].
[CUSTOMER][POSITIVE] OK you too thank you.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.