AccountId: 011433970860
ContactId: 927f792f-8049-4001-9273-be2b559cac5d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182179 ms
Total Talk Time (AGENT): 106424 ms
Total Talk Time (CUSTOMER): 84396 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/927f792f-8049-4001-9273-be2b559cac5d_20250303T13:11_UTC.wav
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[AGENT][NEUTRAL] Contacting APL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from a dental provider's office. Um, I have a patient that, um, has Carrington for his dental, and I was calling to get a breakdown of coverage please.
[AGENT][POSITIVE] Yes, I can certainly help with that. And [PII], what is the policy number we're looking at today?
[CUSTOMER][NEUTRAL] 02557725
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] It's gonna be [PII] and date of birth is [PII].
[AGENT][POSITIVE] OK, I appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] I do appreciate that. Thank you. The policy, um,
[AGENT][NEUTRAL] Went into effect
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] Oh, excuse me just a moment here. The policy went into effect on [PII]. It is active. Um, now, these policies have $500 per calendar year as a maximum. That's really just a verification of the benefits, not a guarantee of payment. It covers basic, basic, restorative and preventative services only. I have a fax back I can send to you, or is there anything in particular that I can tell you about Mr. [PII] policy?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, a fax back would be good. Is this a benefit year or a calendar year?
[AGENT][NEUTRAL] This is a calendar year.
[CUSTOMER][NEUTRAL] OK you did say that one the [PII], sorry, does the fact that give things like missing tooth claws, coordination of benefits, that kind of thing?
[AGENT][NEGATIVE] Uh, there is a missing tooth clause. There's no coordination of benefits, um.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it tells you, uh, now there's no history either, so everything will be available. What is your fax number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. OK. I'm gonna go ahead and send that to you now. Now, is there anything else that I can tell you about the policy before I uh send these off?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, maybe this period maintenance, for instance, share frequency with the regular, um, cleanings.
[CUSTOMER][NEUTRAL] Sometimes it doesn't say online on the fax.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] Uh, this policy does not cover that. This cover, this covers very, very basic, uh, just, um, yeah, preventative, basic, basic, restorative, um, no endo, no perio, no oral surgery. Uh, it's not gonna have any of those things. So when you
[CUSTOMER][NEUTRAL] OK, not covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, sometimes Pero is under basic, so just, uh, yeah, good to double check on that, yeah, um, go ahead.
[AGENT][NEUTRAL] Right, yes.
[AGENT][NEUTRAL] Um, so you'll, when you see this, you'll see that, uh, everything, everything that is covered though.
[CUSTOMER][NEUTRAL] OK, alright and then um is it we're not in network with Carrington is there out of network coverage?
[AGENT][POSITIVE] Yes, there is. Yeah, that we don't really have a network, [PII], it's, so, uh, any, uh, any place that they go, just as long as the, the benefits are covered, we're good.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, OK, awesome alright thank you so much, yeah, I'll get that fax. If I have any more questions I'll just call back I guess but it sounds like it's pretty basic, so I'll go with that.
[AGENT][NEUTRAL] Of course, yeah.
[AGENT][POSITIVE] So thank you for contacting ATL. Um, my name is [PII]. If you have any other questions, I hope you have a very good day and your facts will come to you in just a moment. Thank you for calling.