AccountId: 011433970860
ContactId: 6ad5a1b0-c631-4f99-a456-26a508bb2d5c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167050 ms
Total Talk Time (AGENT): 83379 ms
Total Talk Time (CUSTOMER): 74363 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/6ad5a1b0-c631-4f99-a456-26a508bb2d5c_20250424T22:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. I am needing to get a uh benefits breakdown on a patient I have here in the house.
[AGENT][POSITIVE] Sure, I could check those benefits for you. uh, [PII], can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It is [PII] option 2.
[AGENT][NEUTRAL] Alright, thank you. um and do you have that policy number?
[CUSTOMER][NEUTRAL] Um, policy number is 02614634.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so this policy is active. Effective date was [PII], and if you'd like, I can send you the fax back that shows all of the covered procedures and benefit information.
[CUSTOMER][POSITIVE] That would be fantastic.
[AGENT][POSITIVE] Awesome, what was that fax number for you?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, I'm gonna read that back to make sure I heard that correctly. That was [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Alright, I will go ahead and get that sent now. Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] Yes, could you tell me what the, uh, fee schedule will be on that?
[AGENT][NEUTRAL] So this policy participates in the Carrington PPO network. Um, it does not offer any major coverage. It's only going to be preventative, uh, radiographs, FMX, and basic.
[CUSTOMER][NEUTRAL] OK, so we're not talking any major, OK.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] I got you. OK, that's what I wanted to make sure, um, so you're talking it's not gonna cover any oral surgery or implants or any of that.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] Crowns, OK.
[AGENT][NEUTRAL] And it basically if you once you get the fax back yeah once you get it if you're looking for a specific uh procedure code and you don't see it listed that means it's not going to be covered.
[CUSTOMER][NEUTRAL] Alright, I just wanted to make sure.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, well, I was just curious because I hadn't heard of this insurance, so.
[AGENT][NEUTRAL] Right, yeah, we have all kinds of different policies. This one's gonna be the preventative and basic only.
[CUSTOMER][NEUTRAL] Basic
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, alrighty, I appreciate all your help thank you hon.
[AGENT][NEUTRAL] Yeah, was there anything else I can help you with?
[CUSTOMER][POSITIVE] That is it. Thank you.
[AGENT][POSITIVE] Alright well thanks for giving us a call thank you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too hon, bye.
[AGENT][POSITIVE] Thank you. Bye bye.