AccountId: 011433970860
ContactId: ac66ef70-716f-434c-85b0-e803765a0c47
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 289600 ms
Total Talk Time (AGENT): 101735 ms
Total Talk Time (CUSTOMER): 115484 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/ac66ef70-716f-434c-85b0-e803765a0c47_20250523T13:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. This is the dental office calling Noel Dental in regards to a patient with your
[CUSTOMER][NEUTRAL] Um, card.
[AGENT][NEUTRAL] OK. We just need
[CUSTOMER][NEUTRAL] And I wonder if you can tell me any of her, yeah, her dental benefits please.
[AGENT][NEUTRAL] Go.
[AGENT][POSITIVE] Yeah, absolutely. What's the policy number?
[CUSTOMER][NEUTRAL] Uh, let's see here.
[CUSTOMER][NEUTRAL] Where will I find that on the card?
[AGENT][NEUTRAL] Um, you should see like a certificate number.
[CUSTOMER][NEUTRAL] OK, yeah, and ID number?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] D 45401418
[AGENT][NEUTRAL] OK, does that say, um, do you see anything on there that says policy slash certificate number?
[CUSTOMER][NEUTRAL] You have
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, policy.
[CUSTOMER][NEUTRAL] 90 degree benefits, right? Is that correct?
[CUSTOMER][NEUTRAL] Metal claims payer ID benefits in a card, um.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sounds like this might be their medical plan that they gave you.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, there's no other numbers.
[AGENT][NEUTRAL] Let me
[AGENT][NEUTRAL] OK, I can check by name or social. Do you have either of those?
[CUSTOMER][NEUTRAL] Um, I have the name is [PII], last name [PII]
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And the other is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me try about that and see if I can find anything here.
[CUSTOMER][NEUTRAL] What are you looking for? Oh.
[AGENT][NEUTRAL] What is um [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so the member does have an active dental plan. Uh, the effective date on here is [PII]. Do you want the uh policy number?
[CUSTOMER][NEUTRAL] Sure, is there any way you can send a fax?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I was just gonna say I can also send you a fax back with a breakdown.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so the policy number is?
[AGENT][NEUTRAL] 02587317
[CUSTOMER][NEUTRAL] OK, is there a group number?
[AGENT][NEUTRAL] And then what's the fax
[AGENT][POSITIVE] Oh yeah, absolutely.
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEUTRAL] Grab that.
[AGENT][NEUTRAL] The group number is gonna be 70069.
[CUSTOMER][NEUTRAL] OK, um, our fax number is 586.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 2681599.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 5862681599.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Now, is this, uh, what kind of, who does the insurance go through or how does that, how does that work? Is it like, um.
[CUSTOMER][NEUTRAL] What kind of plan is it?
[CUSTOMER][NEUTRAL] We're a PPO provider.
[AGENT][NEUTRAL] OK, so the policy does participate in the Carrington PPO network.
[AGENT][NEUTRAL] Um, however, we don't, it doesn't require a provider within the network. The plan itself just pays off of UCR it looks like there's no fee schedule.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, if you could send me that, that would be great.
[AGENT][POSITIVE] Yeah, absolutely. So give it about 5 minutes and you should have it. Did you need anything else?
[CUSTOMER][POSITIVE] Nope, that's it. I appreciate your help. Thank you.
[AGENT][POSITIVE] You're, have a good rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.