AccountId: 011433970860
ContactId: 9b92b6ae-ee1a-485a-bd2a-82bed588f705
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194580 ms
Total Talk Time (AGENT): 104447 ms
Total Talk Time (CUSTOMER): 95952 ms
Interruptions: 4
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/9b92b6ae-ee1a-485a-bd2a-82bed588f705_20250527T14:26_UTC.wav
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[CUSTOMER][NEUTRAL] It was supposed to be more.
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from the dental office and I'm trying to verify eligibility for a patient.
[AGENT][NEUTRAL] Yeah, I can check eligibility for you. Uh, what was your name please?
[CUSTOMER][POSITIVE] Hey how are you? [PII]. I'm good thank you. Hi, um, we see the history.
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure [PII].
[AGENT][NEUTRAL] Thank you, and then, uh, do you have that policy number?
[CUSTOMER][NEUTRAL] Sightings
[CUSTOMER][NEUTRAL] I do 02481899.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEGATIVE] We didn't take right
[CUSTOMER][NEUTRAL] Uh, [PII], date of birth [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] OK, so you guys aren't just claim it on insurance.
[CUSTOMER][NEUTRAL] Uh, let me pull up her account because we'd only claim what we do, so.
[AGENT][NEUTRAL] Alright, appreciate your patience. 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 procedures and benefit information.
[CUSTOMER][NEUTRAL] Obviously no we didn't.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Yes please, would I get that soon?
[AGENT][NEUTRAL] Sure, well
[AGENT][POSITIVE] Yes, um, I could send it, um, as soon as I get your fax number and then you should get it within about 10 minutes at the most.
[CUSTOMER][NEUTRAL] Then again
[CUSTOMER][NEUTRAL] We received
[CUSTOMER][NEUTRAL] OK, let me know when you're ready for the fax number.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] I am ready when you are.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm gonna read that back to make sure I heard that correctly. That was [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, I will go ahead and get that sent now. uh, did you have any other questions for me at the moment, [PII]?
[CUSTOMER][NEUTRAL] Yes, so he said this was like a discount plan. I is this something that we have to be a network for or what is this plan exactly?
[AGENT][NEUTRAL] Oh, OK, yeah, so this policy does participate in the Carrington PPO network. Um, however, utilization of a provider within Carrington is not required. um, if they are within Carrington network then they do get a discount but we honor that either way.
[CUSTOMER][NEUTRAL] We're down here down here.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][POSITIVE] OK, and what the fax give me like any waiting periods, uh, missing tooth claws, all that good stuff, all the X-rays.
[AGENT][NEUTRAL] Absolutely. I will say that this policy only offers uh preventative and major coverage. There is, uh, excuse me, uh, preventative and basic, there is no major coverage, so there is no waiting period.
[CUSTOMER][NEUTRAL] OK, and what is covered under basic?
[AGENT][NEUTRAL] Um, FMX, uh, I mean if you have specific, uh, procedures I can tell you there are quite a bit that are, uh, covered or of course it will be on the back back.
[CUSTOMER][NEUTRAL] OK, no, I'll just wait for the fax. If I don't see it, I'll give you guys a call back. Thank you.
[AGENT][NEUTRAL] Sure sounds good of course um and then if you are looking for a specific procedure and you don't see it listed that simply means it is not covered.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let us know
[CUSTOMER][POSITIVE] Got it. OK, thank you so much. That was easy.
[AGENT][POSITIVE] Alright, of course, thanks for calling APL have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.