AccountId: 011433970860
ContactId: 9a144870-c5f8-4caf-afb0-21a5846dad0a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167759 ms
Total Talk Time (AGENT): 103102 ms
Total Talk Time (CUSTOMER): 47587 ms
Interruptions: 1
Overall Sentiment: AGENT=2.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/9a144870-c5f8-4caf-afb0-21a5846dad0a_20250318T19:01_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Um, yes, I'm calling from a dental provider's office for benefits.
[AGENT][POSITIVE] OK, glad to help you. Go on and give me your name and the member's policy number.
[CUSTOMER][NEUTRAL] Um, my name is [PII] and the policy number is 025822525.
[AGENT][POSITIVE] Alrighty. All done. Thank you so much for all that information. Now while I'm pulling this up, go ahead and give me a good return telephone call number.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] All right, [PII]. Thank you so much for all that information. Now, your patient's name and date of birth today, please, ma'am.
[CUSTOMER][NEUTRAL] Um, [PII] [PII].
[AGENT][NEUTRAL] Alrighty, [PII], thank you for that information. It looks like [PII] is the insured on this dental plan to show the original effective date.
[AGENT][NEUTRAL] Excuse me, as [PII], patient is still current active, but I must advise that verification of coverage is not a guarantee of payment on a claim, but you did say you want benefits, you want that back back of benefits.
[CUSTOMER][NEUTRAL] Um, yes, and is there anything that's not included on the fax?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Uh, the only thing that's not included is going to be the PPO network name, and they are in Carrington PPO network got them.
[CUSTOMER][NEUTRAL] OK, and it has like um listen to calls and stuff on there.
[AGENT][NEUTRAL] But
[AGENT][NEGATIVE] Mhm. It has all the information and if the procedure code's not on this fax, it's not covered here at all.
[CUSTOMER][NEUTRAL] OK, what about history is that listed to?
[AGENT][NEUTRAL] History is, will not be on it, no, ma'am. So let me go and look to see if we have anything.
[AGENT][NEUTRAL] No, ma'am, he's never used it, no history at all.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Um, and I can give you our fax number.
[AGENT][POSITIVE] Alright, give me a good fax. Yes, ma'am.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm gonna repeat that fax to make sure I'm keying this in correctly. That's area code [PII]. Was that the correct fax number?
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][POSITIVE] Alright, you should have this very detailed face pack of benefits in just a few minutes. [PII], is that all I can help you with?
[CUSTOMER][NEUTRAL] Um, can I get a reference number also?
[AGENT][NEUTRAL] We do not give reference number on them, but you can use my name on today's date and my name is [PII].
[CUSTOMER][POSITIVE] OK alright thank you so much.
[AGENT][POSITIVE] Alrighty, [PII], yes ma'am, and thank you for calling APO. You have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you, ma'am. Bye bye.