AccountId: 011433970860
ContactId: d5f11eb2-0885-4366-86db-db35dbc6ed0c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 455559 ms
Total Talk Time (AGENT): 95723 ms
Total Talk Time (CUSTOMER): 141578 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/d5f11eb2-0885-4366-86db-db35dbc6ed0c_20241230T18:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I'm calling from Ezra Dental. My name is [PII]. Can I get information on patients benefits?
[AGENT][NEUTRAL] OK, I can't hear you. Uh, are you on have me on speaker?
[CUSTOMER][NEUTRAL] No, I do not.
[AGENT][NEUTRAL] OK, can you speak a little louder?
[CUSTOMER][NEUTRAL] I am mhm.
[AGENT][NEUTRAL] OK, and if you can spell your first name for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and [PII], how can I help you?
[CUSTOMER][NEUTRAL] Yes, um, I have a question regarding patients benefits if you could help me.
[AGENT][NEUTRAL] OK, is this for service in an office or outpatient hospital facility?
[CUSTOMER][NEUTRAL] In an office.
[AGENT][NEUTRAL] OK, I can help you. What's the policy number?
[CUSTOMER][NEUTRAL] Policy number that I have is going to be.
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] 02573602
[AGENT][POSITIVE] Thank you, [PII], and what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's going to be for [PII] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And we're looking for er office visit benefits?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so I'm showing an effective date of [PII]. Um, I show this policy is active at this time. Are you a dental provider or medical?
[CUSTOMER][NEUTRAL] Yes, we are a dental provider.
[AGENT][NEUTRAL] OK, and so when you say office visit, is it for preventive or do you want the schedule faxed over to you?
[CUSTOMER][NEUTRAL] Um, it's going to be for preventative, basic, and major.
[AGENT][NEUTRAL] OK, would you like to schedule a benefits faxed over to you?
[CUSTOMER][NEUTRAL] Can you email?
[AGENT][NEUTRAL] Yes, and that email address?
[CUSTOMER][NEUTRAL] It's going to be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so I have [PII]. Is that right?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, that's me, yes.
[CUSTOMER][POSITIVE] Gonna be in touch with you yes.
[AGENT][NEUTRAL] Alright, so we just emailed that information over to you and I'll hold the line for just a second to confirm that you did receive it.
[CUSTOMER][POSITIVE] Thank you, thank you so much.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, I still haven't received it yet.
[AGENT][NEUTRAL] Yeah, allow 3 more minutes.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] It's coming from [PII].
[CUSTOMER][POSITIVE] OK, [PII], I see it. Perfect. And if I may ask, uh, give me a second, does this
[CUSTOMER][NEUTRAL] Does this plan have any out of medical benefits?
[AGENT][POSITIVE] So if you're not contracted with Carrington, you can still get a bit of, you know, a benefit will be provided.
[AGENT][NEUTRAL] If you're not contracted with Carrington.
[CUSTOMER][NEUTRAL] I see, so we are contracted with Carrington.
[AGENT][NEUTRAL] OK, so then you're in network.
[CUSTOMER][POSITIVE] I see perfect.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Any other questions?
[CUSTOMER][NEUTRAL] Uh, yes, just a second I just wanna see if I could access the.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][POSITIVE] I'm so sorry.
[AGENT][NEUTRAL] I don't see any history on file for this patient.
[CUSTOMER][POSITIVE] Perfect the history and file.
[AGENT][NEUTRAL] At this time?
[CUSTOMER][NEUTRAL] All right and the.
[CUSTOMER][NEUTRAL] Where the claims will be going. It's going to be for.
[CUSTOMER][NEUTRAL] Uh, [PII], OK [PII].
[AGENT][NEUTRAL] Correct, should have the payer ID and fax number as well.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Payer ID.
[CUSTOMER][NEUTRAL] Mm, I don't see payer ID, oh.
[CUSTOMER][POSITIVE] Oh yes, 60801. OK. 801 perfect thank you so much and a reference number to this call?
[AGENT][NEUTRAL] My name in today's date, [PII] and if no other questions, [PII], thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Thank you you too bye bye.