AccountId: 011433970860
ContactId: b4600709-4380-400e-b3e8-d26c1a874845
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 530479 ms
Total Talk Time (AGENT): 105473 ms
Total Talk Time (CUSTOMER): 111950 ms
Interruptions: 2
Overall Sentiment: AGENT=1.5, CUSTOMER=-0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/b4600709-4380-400e-b3e8-d26c1a874845_20250127T17:25_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, how are you?
[AGENT][POSITIVE] I'm good, thank you.
[AGENT][NEUTRAL] Right here.
[CUSTOMER][NEUTRAL] So I have a patient's ID as 023673553 and the patient's name is [PII].
[AGENT][NEUTRAL] Um, excuse me, I'm so sorry. I need your name and a callback number before we continue.
[CUSTOMER][NEUTRAL] OK, this is [PII] from Marvel Dental.
[CUSTOMER][NEUTRAL] Really?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And the callback number is going to be [PII].
[AGENT][NEUTRAL] OK, thank you. One moment, let me pull this policy.
[AGENT][NEUTRAL] And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] The name is [PII] and the birth date is [PII].
[AGENT][POSITIVE] Thank you, [PII]. And let's see, how may I assist you today?
[CUSTOMER][NEUTRAL] So I just want to know the patients be dental benefits.
[AGENT][NEUTRAL] OK, you need this information given to you or or faxed over to you?
[CUSTOMER][NEUTRAL] Yeah, the fax over.
[AGENT][NEUTRAL] OK, what is the fax number, sweetie?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] We will have it and maybe not.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and can you spell your name for me one more time so I can put it on your attention?
[CUSTOMER][NEUTRAL] It's, yes, it's [PII]
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah, OK, thank you, um, do you mind holding for me while I send this out to you because.
[CUSTOMER][NEUTRAL] Oh, is there any, yes, go ahead, yes, go ahead.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, one moment.
[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 Miss City. Yeah, I went ahead and send that over to you. Should be there in a few minutes. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes, so.
[CUSTOMER][NEUTRAL] Can you tell me the group number of this patient's policy?
[AGENT][NEUTRAL] Mhm. Sure, then.
[AGENT][NEUTRAL] Number is 70069.
[CUSTOMER][NEUTRAL] OK. What's the annual max of this policy?
[AGENT][NEUTRAL] OK, and this is not a guarantee of payment, just a verification of coverage, and this one has a calendar your maximum of 500.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] With the $50 deductible.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is there a missing tooth cloth?
[AGENT][NEGATIVE] Not on this one, there's no major service on this one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, are the fillings downgraded?
[AGENT][NEUTRAL] No, we don't down right.
[CUSTOMER][NEUTRAL] OK, and what's the fee schedule of this patient policy?
[AGENT][NEUTRAL] Um, this one, if you participate with the Carrington PPO, you can use their fee schedule. If not, we pay on the usual and customary rates.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, so do they have any auto printed benefits?
[AGENT][NEUTRAL] Any what benefits I'm sorry?
[CUSTOMER][NEUTRAL] Do they have any out of network benefits?
[AGENT][NEUTRAL] Oh, there's no network on this one. So if um if the provider doesn't participate with Carrington PPO, we pay on the usual customer rates.
[CUSTOMER][NEUTRAL] OK, OK, got you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] I think that should be great. Thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today? Any other questions or concerns?
[CUSTOMER][POSITIVE] Mm, that's it thank you.
[AGENT][POSITIVE] OK, you're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you. You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah.