AccountId: 011433970860
ContactId: 9730ac66-2d59-4cf5-ac88-c444bb7cac1c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 274440 ms
Total Talk Time (AGENT): 105323 ms
Total Talk Time (CUSTOMER): 98260 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/9730ac66-2d59-4cf5-ac88-c444bb7cac1c_20250520T17:55_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I'm just calling to see, um, I wanted to verify some benefits for a patient. I'm calling from BDS dentures and input.
[AGENT][POSITIVE] Sure, I can check those benefits for you, OK.
[AGENT][NEUTRAL] All right, um, what was your name?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] OK [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes, of course, give me one second.
[CUSTOMER][POSITIVE] I'm so sorry, give me one second.
[AGENT][NEUTRAL] No, no, no, you're fine.
[CUSTOMER][NEUTRAL] It'll be [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] right.
[CUSTOMER][NEUTRAL] Um, give me one second. I have the, um, the member ID. Would that work?
[AGENT][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] Yeah, OK, it'll be 02607843.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Yes, it's um [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so this policy is active. Effective date was [PII], and if you'd like I can send you a fax back that shows all of the covered, uh, procedures and benefit information.
[CUSTOMER][POSITIVE] Yes, give me one second please.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] OK, yes, that'd be perfect. Um, I would it show the, um, the missing tooth cloth, the waiting periods, and the payer ID and what to use.
[AGENT][POSITIVE] Absolutely.
[AGENT][POSITIVE] Yes, absolutely.
[CUSTOMER][POSITIVE] Yes, OK, perfect. Oh, and then the feed schedule.
[AGENT][NEUTRAL] Uh, yes, uh, so this policy participates in the Carrington PPO network and that information is all on the fax back.
[CUSTOMER][NEUTRAL] Have
[CUSTOMER][NEUTRAL] OK, yes, so this is our first time using um this insurance.
[AGENT][NEUTRAL] Oh sure yeah so we do have different kinds of policies. This particular one, I will say it doesn't offer any major coverage so it only offers uh preventative and basic, um, so that being said there are no waiting periods, um, preventative is at 100%, uh, SMX and Basic are all going to be at 80%.
[CUSTOMER][NEUTRAL] OK, and.
[CUSTOMER][NEUTRAL] OK and then is this uh the PPO?
[AGENT][NEUTRAL] It does participate in the Carrington PPO network.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] Alright, uh, what was that fax number for you?
[CUSTOMER][NEUTRAL] OK and then um
[AGENT][NEUTRAL] Oh, sorry.
[CUSTOMER][NEUTRAL] Yes, it'll be um [PII].
[CUSTOMER][POSITIVE] Yes, um, whenever you're ready I can give it to you.
[AGENT][POSITIVE] I'm ready when you are.
[CUSTOMER][NEUTRAL] OK perfect it'll be um [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, I'm gonna read that back to make sure I heard that correctly. That was [PII].
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][POSITIVE] OK awesome. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] But it would be it's like.
[CUSTOMER][NEUTRAL] Um, and then, um, I'm sorry if you could repeat that fee schedule for me.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah, so this policy just participates in the Carrington PPO network. Um, you would just send claims information directly to us though, uh, preventative is at 100% of allowable, um, FMX and Basic are at 80%.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, give me one second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] Of course I'll go ahead and send this now. You should get it within about 10 minutes or so and there wasn't anything else I could help you with?
[CUSTOMER][POSITIVE] Um, that would be it. Thank you so much.
[AGENT][POSITIVE] Alright, of course, thanks for calling APL have a great rest of your day.
[CUSTOMER][POSITIVE] Uh huh you too thank you.
[AGENT][POSITIVE] Thank you bye bye.