AccountId: 011433970860
ContactId: 9a3a7296-27ba-4998-82dc-2407004aff74
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 588780 ms
Total Talk Time (AGENT): 108216 ms
Total Talk Time (CUSTOMER): 115708 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=-1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/9a3a7296-27ba-4998-82dc-2407004aff74_20250616T17:44_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, no, it's it.
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I was calling for eligibility and benefits.
[AGENT][NEUTRAL] OK, sure, I can assist you with the eligibility and benefits is said. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it'll be the [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Thank you. And may I have the name of the facility you're calling from, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, it's gonna be Rita, R I S A S, dental and braces.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Uh yes, I have 026.
[CUSTOMER][NEUTRAL] 14873.
[AGENT][NEUTRAL] Thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] I have here [PII].
[CUSTOMER][NEUTRAL] Well I'm so sorry, [PII]
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, thank you. What's your date of birth?
[CUSTOMER][NEUTRAL] I have [PII].
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] Perfect. Thank you. And you said you need eligibility and benefits. Um, do you need the benefit information given to you verbally or faxed over to you, Mrs?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I wanna confirm sorry before the fact just to make sure that doctor is in network.
[AGENT][NEUTRAL] OK, this particular policy doesn't have a network. If the provider participates with Carrington PPO, they can use their fee schedule, but it is not required because we're not contracted.
[CUSTOMER][NEUTRAL] Uh-huh
[CUSTOMER][POSITIVE] Oh, OK, perfect, thank you for that um and then yes, I if you would be able to help me with the fax back please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] May I have the fax number?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] It'll be the [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, do you mind holding for me while I send this out to you while I got you on the line?
[CUSTOMER][POSITIVE] Yeah, thank you.
[AGENT][NEUTRAL] OK thank you one moment please.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Ms. [PII] said. OK, I went ahead and send that information over to you. It should be there in a few minutes. Is there anything else I'm gonna help you with today?
[CUSTOMER][NEUTRAL] Uh, yes, can I ask you a couple questions just in case there's a lot of fax?
[AGENT][NEUTRAL] Uh, sure.
[CUSTOMER][NEUTRAL] Um, for this patient, does she have a missing two claws or a waiting period?
[AGENT][NEUTRAL] There is a missing tooth cloth, um, there's no waiting periods. This is a basic dental.
[CUSTOMER][NEUTRAL] Basic dental, OK, so crowns and prosthetics are not a cover benefit?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] No. Correct, they're not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And then I'm assuming there's no ortho as well.
[AGENT][NEGATIVE] Correct, no.
[CUSTOMER][NEUTRAL] OK and then um what is the coordination of benefits for this plan?
[AGENT][NEUTRAL] Um, we don't coordinate benefits on this one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right perfect well thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] You know what, yes, may I get a reference number for the call sorry.
[AGENT][NEUTRAL] It's OK. We don't have reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] Uh, yeah, I'll get the spelling.
[AGENT][NEUTRAL] OK, that's [PII]. Last initial [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much for your help today.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day, Mr. [PII].
[CUSTOMER][POSITIVE] You as well thank you bye bye.
[AGENT][POSITIVE] Thank you. You're welcome. Bye bye.