AccountId: 011433970860
ContactId: e34a26ca-18a8-4e72-a801-8e1d725913b7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 254740 ms
Total Talk Time (AGENT): 118207 ms
Total Talk Time (CUSTOMER): 82220 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/e34a26ca-18a8-4e72-a801-8e1d725913b7_20250127T16:26_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Barataria Dental. How are you doing this morning?
[AGENT][POSITIVE] I'm doing well, [PII]. Thank you for asking. How are you today?
[CUSTOMER][POSITIVE] I'm doing well thank you I was calling um to check on a benefit for a patient.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you with that benefit, [PII], what is a good callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, [PII], and what is the policy number for a patient?
[CUSTOMER][NEUTRAL] Um, policy.
[CUSTOMER][NEUTRAL] Policy number is 433646635.
[AGENT][NEUTRAL] Is that a social
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. Let me pull it up. So 433-646-635.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] What is the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Can I give you his ID number? That way if you need to call back, we can pull up the policy immediately. His policy ID number is 615198.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] 615198.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And this is a Carrington PPO network option A fee schedule.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I can send you a breakdown if you'd like.
[CUSTOMER][NEUTRAL] Um, that would be great, but I also do have a question that's probably not gonna be on that paper. Um, my question is, the patient is coming in for scaling on one area. Is it possible that he can have, um, his prophy done the same day?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] He can.
[CUSTOMER][NEUTRAL] He can OK
[AGENT][NEUTRAL] And let me just get this.
[AGENT][NEUTRAL] And his policy has been active since [PII].
[CUSTOMER][POSITIVE] Oh wow
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] And on the breakdown, it does have the calendar year max deductibles, frequencies, limitation, the benefit amount is the amount that we pay for the procedures listed.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] There is no waiting period.
[AGENT][NEGATIVE] And the fax back will not have the group name and number.
[AGENT][NEUTRAL] If you need that, let's see if he even has one on leaseholder policy. If you need the group name and number, I can provide that for you.
[CUSTOMER][NEUTRAL] OK, um, I have.
[CUSTOMER][NEUTRAL] All that all that information um just I wanted to update his benefits in case anything changed because we haven't updated his benefits since like [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Not a problem at all. What's the fax number, [PII]?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And just to verify that fax number, I'm sending this to [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][POSITIVE] And [PII], that is on the way for you. You should be receiving it shortly. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No ma'am, that would be all.
[AGENT][POSITIVE] It's been a pleasure to assist you with those benefits for [PII]. Thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.