AccountId: 011433970860
ContactId: 92b50008-8d20-4d6b-8e73-2b85389230ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189179 ms
Total Talk Time (AGENT): 107260 ms
Total Talk Time (CUSTOMER): 82128 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/92b50008-8d20-4d6b-8e73-2b85389230ab_20250131T14:26_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, yes, um, this is [PII] Chicken hold dentistry calling. Um, I'm just calling to get a, um, insurance verification breakdown for a patient.
[AGENT][NEUTRAL] OK, I'd be glad to help you, but I am so sorry I did not catch your name.
[CUSTOMER][NEUTRAL] Oh, I'm Aa
[AGENT][NEUTRAL] OK, [PII], that's more like it. OK, [PII], go ahead and give me a good policy number, please.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, the policy number is 02586427.
[AGENT][NEUTRAL] Alright yeah, thank you for that information. Now while I'm pulling this up, go ahead and give me a good return telephone call number, please.
[CUSTOMER][NEUTRAL] OK, it'll be [PII].
[AGENT][NEUTRAL] All right, thanks so much for that information, Ao. Now, what is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] All right, so his name is spelled [PII]
[AGENT][NEUTRAL] Ah yeah, you gotta have to spell it, huh.
[CUSTOMER][NEUTRAL] Uh-huh, yes.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Um, [PII]
[CUSTOMER][NEUTRAL] And then last name is spelled [PII]
[AGENT][NEUTRAL] And that date of birth, are you?
[CUSTOMER][NEUTRAL] And then the date of birth is, I don't let it pop up uh [PII].
[AGENT][NEUTRAL] Alrighty, yeah. Thank you for all that information. Looks like he is the insured on this dental plan. I do show his original effective date, [PII]. He is current and active, but I must advise that verification of coverage is not a guarantee of payment on a claim, but you did say you want that back back a benefit. Is that correct, Aa?
[CUSTOMER][NEUTRAL] different
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Alright, give me a good fax number, please.
[CUSTOMER][NEUTRAL] It'll be [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm gonna repeat that back to my back and make sure I'm keying this incorrectly. That's area code [PII]. Was that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alrighty, you should have this very detailed factacket benefit in just a couple of minutes. Now it is very detailed, so if it, if the procedure code is not on this fax, it's not covered here at all, and the only thing that will not be on this fax would be the PPO network name. Let's see, this patient is going to be in the Carrington PPO network, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Is that all that I can answer for you today?
[CUSTOMER][POSITIVE] Yes ma'am, you helped me out a lot.
[AGENT][NEUTRAL] Alrighty. Well, yes, ma'am. I'll tell you what, spell your name so I can get that correct on that fax back, please.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][POSITIVE] Alrighty, I kind of had it close so alrighty, I, but thanks so much for all that information and you have a great rest of your day.
[CUSTOMER][POSITIVE] All right thank you ma'am you too uh huh bye bye.
[AGENT][POSITIVE] Thank you, ma'am. Bye bye.