AccountId: 011433970860
ContactId: 6d1a53ac-32ce-4462-b2e9-230e3a82d712
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184490 ms
Total Talk Time (AGENT): 81971 ms
Total Talk Time (CUSTOMER): 78116 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/6d1a53ac-32ce-4462-b2e9-230e3a82d712_20250224T16:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I was just calling to see if I could get a fax back of, um, dental benefits for a patient we have here today. Um, it does look like it's a Carrington plan, correct?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Um, I can pull that policy up and we'll just check that and then I can absolutely send you that fax back. Uh, what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] [PII], my name is [PII] and I'm with um Aspen Dental.
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, of course the callback number is [PII] and then select option 2.
[AGENT][NEUTRAL] Got it, thank you. Do you have that policy number?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yes, well, it doesn't have a policy number, but I have her, I have their social.
[AGENT][POSITIVE] OK, that works.
[CUSTOMER][NEUTRAL] All right
[CUSTOMER][NEUTRAL] Um, are you ready?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Uh, what was the name for the patient?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, do you have the date of birth?
[CUSTOMER][NEUTRAL] Yes, I do. Uh, two seconds for me. I'll pull it up right now. OK, date of birth is [PII].
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Perfect. OK, thank you for verifying that. I was able to find this policy. Um, it is currently active, uh, effective date was [PII]. And did you want me to go ahead and give you that policy number, [PII]?
[CUSTOMER][NEUTRAL] Um, sure, yeah, what's that number?
[AGENT][NEUTRAL] Yeah it's 02505434.
[CUSTOMER][NEUTRAL] Alright perfect and um but you are able to give me a fax of the benefits breakdown?
[AGENT][NEUTRAL] Of course, mhm.
[AGENT][NEUTRAL] Of course, yes, and this plan does, uh, participate in the Carrington PPO, um, what was that fax number for you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Fax number is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm going to read that back, make sure I heard that correctly. That was [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am, and just to double check on this um fact they'll be like the annual max deductibles, frequencies, percentages, those types of things.
[AGENT][NEUTRAL] Uh-huh
[AGENT][NEGATIVE] Correct, yes, absolutely, um, and if you were looking for a uh specific procedure and you do not see it listed under the fax box, that simply means it's not covered.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][POSITIVE] OK awesome thank you for letting me know that.
[AGENT][NEUTRAL] Of course, do you have any other questions for me?
[CUSTOMER][NEUTRAL] Um, no, ma'am, that'll be all.
[AGENT][POSITIVE] Alright, well thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Awesome thank you you have a great day too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.