AccountId: 011433970860
ContactId: 9225da98-6ec3-4ede-832c-d1a723a6b7de
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168000 ms
Total Talk Time (AGENT): 101900 ms
Total Talk Time (CUSTOMER): 54350 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/9225da98-6ec3-4ede-832c-d1a723a6b7de_20250218T20:52_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] with Miranda Dental. I need to verify dental benefits on a patient, please.
[AGENT][POSITIVE] It would be my pleasure to assist you with those benefits, [PII]. Do you spell your name with a [PII] or an [PII]?
[CUSTOMER][NEUTRAL] With a [PII]
[AGENT][NEUTRAL] All right, that's the way I spelled it too.
[AGENT][NEUTRAL] What is the callback number, please?
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, [PII], and the policy number for the patient, please.
[CUSTOMER][NEUTRAL] Alright let me get to that screen here. It is 02594423.
[AGENT][NEUTRAL] And the patient's name and date of birth, please, ma'am.
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][POSITIVE] Alright, thank you, and it would be my pleasure to assist you with the eligibility and benefits. Are you needing a breakdown because I have a fax back I can send you also.
[CUSTOMER][POSITIVE] Fax back would be great. That would be great. Uh, my fax number whenever you're ready, are you ready?
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] OK, give me, yeah, give me just a second, let me get that ready for for you so I can go ahead and send it on.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] like
[CUSTOMER][NEUTRAL] around the
[AGENT][NEGATIVE] Sorry, it's just taking my computer a minute now she has no while I'm getting this prepared for you, she has no history.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this policy does participate in the Carrington PPO.
[AGENT][NEUTRAL] Network but it network participation is not required for benefits.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We pay both in and out of benefits and it is a limited plan and does not cover major procedures.
[CUSTOMER][NEUTRAL] OK, no major.
[AGENT][NEUTRAL] Only preventive and basic and on the breakdown you're gonna get the calendar, your max deductible frequencies, limitations, our billing information will be listed as well.
[AGENT][NEUTRAL] And then the procedures listed that are covered, almost got that ready.
[CUSTOMER][POSITIVE] That'll be perfect.
[AGENT][NEUTRAL] And what is that fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And just to verify that fax number I'm sending this to [PII].
[CUSTOMER][POSITIVE] That'd be perfect. I appreciate it.
[AGENT][POSITIVE] [PII], that's on the way for you. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][POSITIVE] Not today, [PII] you have a great day.
[AGENT][POSITIVE] I hope you do too, [PII] thank you for calling APL take care.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Bye-bye.