AccountId: 011433970860
ContactId: d6fa4c29-2222-496d-9c73-6442e928e9ed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242800 ms
Total Talk Time (AGENT): 113374 ms
Total Talk Time (CUSTOMER): 90758 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/d6fa4c29-2222-496d-9c73-6442e928e9ed_20250520T19:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII].
[AGENT][NEUTRAL] How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII] and I'm calling um from
[CUSTOMER][NEUTRAL] A dental office and I need a little help on my plan that I have for today.
[AGENT][NEUTRAL] Sure, um, what we need to check, uh, eligibility and benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Sure, I can check that for you. Uh, guys, can I get a good call back number for you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yes, uh [PII].
[AGENT][NEUTRAL] OK, and then do you
[CUSTOMER][NEUTRAL] And I haven't quite pulled up. Go ahead.
[AGENT][NEUTRAL] No, no, you're fine. Uh, whenever you're ready, um, I could take that policy number please.
[CUSTOMER][NEUTRAL] OK, so the policy number.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I have is 002607024. And I'm gonna give you my doctor's information just in case you want it. Let me just retrieve it real quick.
[AGENT][POSITIVE] No, no, that's perfectly fine.
[CUSTOMER][NEUTRAL] Oh, OK, you won't need that.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] No, that's all right um what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII] is um
[CUSTOMER][NEUTRAL] The first name and date of birth is [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Perfect, thank you for verifying that. OK, so this policy is active. Effective date was [PII] excuse me, [PII], um, and if you'd like, I can send you a fax back, yes, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, can you please send me a a fax back?
[AGENT][POSITIVE] Absolutely, uh, what was that fax number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm gonna read that back to make sure I heard that correctly. That was [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, I will go ahead and get that sent now. I should get it within about 10 minutes or so. Uh, did you have any other questions for me on the phone?
[CUSTOMER][NEUTRAL] This
[CUSTOMER][NEUTRAL] I do. Does this patient have any history?
[AGENT][NEUTRAL] Oh, let me check. Give me just a moment.
[AGENT][NEGATIVE] I do not have any history for this member, no.
[CUSTOMER][NEUTRAL] No history um, is this a PPO?
[AGENT][NEUTRAL] So this policy does participate in the Carrington PPO network. Uh, however, utilization of a provider within the Carrington network is not required.
[CUSTOMER][NEUTRAL] OK, um, and can I, what's the max, the annual max?
[AGENT][NEUTRAL] Annual maximum for this plan, give me just a moment, is uh $500.
[CUSTOMER][NEUTRAL] Is there any deductibles?
[AGENT][NEUTRAL] Yes, there is a $50 deductible, uh, that does not apply to preventative expenses.
[CUSTOMER][NEGATIVE] Does not apply to preventative.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. There's no family um deductible, just individual?
[AGENT][NEUTRAL] No, um, and well, there is a family, uh, it's up to $150 per family, um, however, this member is the only one listed under this policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK, and there is no history, um, OK, what is, um, a good reference number?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Sure, that would be my first name, last initial, and today's date. Uh so my name is spelled [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] No, and that's, uh, do I get it right away, the fax because my patient is in office.
[AGENT][NEUTRAL] Oh yeah, yes, um, I'm going to send it right now. I would say 10 minutes max, but you should get it much sooner than that.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Of course thank you I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too