AccountId: 011433970860
ContactId: e700ec2e-72e7-4d5f-be40-098c8154e161
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176339 ms
Total Talk Time (AGENT): 90000 ms
Total Talk Time (CUSTOMER): 61449 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/e700ec2e-72e7-4d5f-be40-098c8154e161_20250502T17:11_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I was just calling to get dental benefits for a patient, and I also need to remember to check to see if she has a termination date on her policy. She said she's gonna be, I guess, not working at the company very much longer.
[AGENT][NEUTRAL] OK, well, I can definitely help you with the benefits and the termination date if um there is 1 May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] Uh yes, my name is [PII] and the number is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Uh yes, it is 02567265.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and it is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And so I am showing that the policy is active, it's been effective since [PII].
[AGENT][NEUTRAL] Um, there's no
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Termination date on the policy, but let me double check. Yeah, I don't see like a future lapse date or anything, so as of right now it's active.
[AGENT][NEUTRAL] Um, and then did you need like a fax back or a fax of the fax back or did you have particular questions?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] If, if, um, everything's on there. I would, so I just need a general breakdown, you know, max deductible and then um like implant coverage. Does it list everything?
[AGENT][NEUTRAL] Yes, so, um, so on the um fax back, hold on, let me pull it. Hold on one second. You'll see the calendar year max deductible, the percentages, all the frequencies, and the exclusions, um, all the ways to file a claim. The claim is on the Carrington PPO network, um, but if your provider is not a Carrington provider, the benefits are still the same, um, and then there's a list of codes, and if the code you're looking for is not on this list, it wouldn't be covered by the policy.
[CUSTOMER][NEUTRAL] And the VX
[CUSTOMER][POSITIVE] Perfect. OK, yeah, that sounds good. If I could get the faxed it'd be awesome.
[AGENT][NEUTRAL] Sure, what's a good fax number for you?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And should I put attention, [PII]?
[CUSTOMER][NEUTRAL] Yeah, it will go right to me, so that's fine.
[AGENT][NEUTRAL] Alright, so I'll go ahead and send this over to you now, [PII]. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] Uh, no, that was it. Thank you so much.
[AGENT][POSITIVE] You're welcome. Well thanks for calling [PII]. I hope you have a great weekend.
[CUSTOMER][POSITIVE] You too thanks bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.