AccountId: 011433970860
ContactId: abc33158-89fc-43f9-a517-d8725628c07e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 393230 ms
Total Talk Time (AGENT): 107428 ms
Total Talk Time (CUSTOMER): 102211 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/abc33158-89fc-43f9-a517-d8725628c07e_20250507T19:39_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello [PII], this is [PII] calling from the Creswell Dental Clinic, and I was wanting to see about getting um a benefit fax, please, for a patient.
[AGENT][NEUTRAL] Yes ma'am, I can send you a fax back Ms [PII]. What is your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then may I please get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, it's [PII] and the last name is [PII]
[CUSTOMER][NEUTRAL] The policy number is 614412.
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] OK, let me look her policy up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I do show that Ms. [PII] does have an active policy with us, and the effective date is uh [PII]. And what is your fax number, Ms. [PII], so I can get you that fax back sent over.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] For
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][POSITIVE] Thank you ma'am. I'm gonna put you on a quick hold while I get that fax on its way, and I'll be right back with you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] But then
[AGENT][NEUTRAL] And
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you, Ms. [PII] for holding for me. I have that fax on its way to you now, ma'am.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Perfect. Could I verify just a couple of little questions real fast before I get you off the phone?
[AGENT][NEUTRAL] Sure thing.
[CUSTOMER][NEUTRAL] OK, would you tell me what their maximum and deductible is, please?
[AGENT][NEUTRAL] Yes, ma'am, um, and this is just to verify benefits. It's not a guarantee of payment. The calendar, your maximum is $1000 and the deductible is $50 per calendar year.
[CUSTOMER][NEUTRAL] Has that been met yet? Do you show?
[AGENT][NEUTRAL] Let me check for you real quick.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can't even pronounce the last name. Did you call an [PII] something to Facebook.
[CUSTOMER][NEUTRAL] That's
[AGENT][NEUTRAL] OK, so Ms. [PII], that's OK. Ms [PII] still has her deductible left and she still has her full benefit amount left for this calendar year.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] OK, perfect. And for my last question is for a code 2740, what do you show that covered at?
[AGENT][NEUTRAL] 2740. Let me look on that fax back real quick and see if I can find it um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yep
[AGENT][NEUTRAL] We show that as a crown porcelain ceramic substrate and it pays $215.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, so it's just it's not a percentage, it's just a flat rate.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, that's good to know. And the, uh, y'all do go off of as far as the fee schedule, Harrington.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, all right. All right.
[AGENT][NEUTRAL] But that doesn't mean that they have to use a Carrington providers. She can use anybody she wants to.
[CUSTOMER][POSITIVE] OK, all right. I appreciate your help, Miss you said [PII], right?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] All right, I'll wait for the facts. Thank you so much. Have a good day.
[AGENT][POSITIVE] You too, Ms. [PII]. I hope you have a good rest of your week and thanks for calling APL.
[CUSTOMER][POSITIVE] Yes, ma'am. Thank you. Bye bye.
[AGENT][NEUTRAL] Bye-bye.