AccountId: 011433970860
ContactId: a30b1fb7-797a-4a72-80ff-23e7eaa920e5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 228100 ms
Total Talk Time (AGENT): 59588 ms
Total Talk Time (CUSTOMER): 63079 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/a30b1fb7-797a-4a72-80ff-23e7eaa920e5_20250304T21:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I'm calling from Plaza Dental Group in [PII], and I need to verify orthodontic benefits for a patient, please.
[AGENT][NEUTRAL] OK, I can help you with benefits for a patient, Ms. [PII]. May I please get your callback number, ma'am, just in case our call is dropped.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] Did you say policy number?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] All I have is a social, would that work?
[AGENT][NEUTRAL] That will work.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me pull up the patient real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. The effective date of the policy is [PII]. And if you can give me your fax number, I'll send you a fax back with the complete benefit breakdown and fee schedule for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what is that please?
[CUSTOMER][NEUTRAL] Um, do you show the, do you show the provider in network or I don't even think I've provided that information.
[AGENT][NEUTRAL] Uh, the provider, we don't have a network. Now, this policy is through Carrington.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, the fax number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then Miss [PII], you spell your name [PII]?
[CUSTOMER][NEUTRAL] 1 N.
[AGENT][NEUTRAL] One in. OK, I'm gonna put you on a brief hold while I get that fax ready for you and I'll be right back.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you so much for holding for me, Ms. [PII]. I've got that fax on its way to you now.
[CUSTOMER][NEUTRAL] OK, um, are you able to tell me, does it include like waiting periods, deductibles, what's paid on the initial payment?
[CUSTOMER][NEUTRAL] Um, how it's paid like monthly or quarterly, does it include all that stuff?