AccountId: 011433970860
ContactId: 6c1800a6-6038-4a54-8ca9-886dc670df73
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182669 ms
Total Talk Time (AGENT): 57350 ms
Total Talk Time (CUSTOMER): 47861 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/6c1800a6-6038-4a54-8ca9-886dc670df73_20250317T21:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling from Marke Dental. How are you doing today?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][POSITIVE] I'm doing good, thank you for asking. I'm calling for dental eligibility and benefits. Could you please help me with the benefits?
[AGENT][POSITIVE] Yeah, I'm happy to check on eligibility and benefits today. What is the patient's policy number?
[CUSTOMER][NEUTRAL] Patient's policy number is going to start with 02587326.
[AGENT][POSITIVE] All right, thank you for that. One moment.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] And if I could get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, patient's name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you so much. The effective date is [PII] I'm sorry, [PII]. Patient is still active.
[CUSTOMER][NEUTRAL] [PII]. OK. May I know the individual deductible, term deductible, and the annual max?
[AGENT][NEUTRAL] Uh yeah, let me pull that up for you, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right, so it looks like the calendar year maximum on the patient's plan is $500 with a calendar year deductible of $50.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Oh, may I know the preventive basic major percentages?
[AGENT][NEUTRAL] Preventative is 100% and basic is at 80, there is no major coverage.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And what will be the group number?
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Group number is 70069.
[CUSTOMER][NEUTRAL] 70069.
[CUSTOMER][NEUTRAL] 5150 1500, 1800.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Is this a dental PPO policy, right?
[AGENT][NEUTRAL] Uh, yes, so it looks like the policy does participate in the Carrington PPO network, correct.
[CUSTOMER][NEUTRAL] OK.