AccountId: 011433970860
ContactId: f17122b3-fe9f-4595-b76d-181fa56b3e0d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 274100 ms
Total Talk Time (AGENT): 73095 ms
Total Talk Time (CUSTOMER): 127773 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/f17122b3-fe9f-4595-b76d-181fa56b3e0d_20250122T21:57_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from the provider's office. I'm calling for the dental benefits.
[AGENT][NEUTRAL] OK, [PII], do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK. I didn't hear all of it. Can you give it to me one more time?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] I have here 024872229.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Uh, for [PII], then [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were needing benefits?
[CUSTOMER][POSITIVE] Yes, for benefits.
[AGENT][NEUTRAL] OK. Do you want them over the phone or would you like a fax back?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Can you send me a uh
[CUSTOMER][NEUTRAL] Fax and I still have a question, yeah.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can fax it to you. What's your fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The same as your phone number?
[CUSTOMER][NEUTRAL] Oh sorry. The fax number should be [PII].
[AGENT][NEUTRAL] OK. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Yeah. Uh, for this plan, I just wanna know first the group number.
[AGENT][NEUTRAL] 70052.
[CUSTOMER][NEUTRAL] I do, uh, how about for the group name?
[AGENT][NEUTRAL] Oxford
[AGENT][NEUTRAL] Global
[AGENT][NEUTRAL] Resources.
[CUSTOMER][NEUTRAL] OK. All right. So about resources. And uh how about for the
[CUSTOMER][NEUTRAL] Uh, effective date and the benefit period.
[AGENT][NEUTRAL] The effective date is [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 4. And the benefit rate?
[AGENT][NEUTRAL] Calendar year.
[CUSTOMER][NEUTRAL] OK. Just a minute.
[CUSTOMER][NEUTRAL] And uh how much for the missing tooth loss and the waiting period?
[AGENT][POSITIVE] There's no waiting period, no missing tooth cloths.
[CUSTOMER][NEUTRAL] OK. And for the annual maximum, does this apply to all services?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. And do you do downgrades for fillings and crowns?
[AGENT][NEGATIVE] We do not downgrade.
[CUSTOMER][NEUTRAL] OK, no downgrades. And last question, um,
[CUSTOMER][NEUTRAL] Uh, can you confirm or clarify the network participation of our provider?
[AGENT][NEUTRAL] I do not have that information. It would depend on if you're a Carrington provider, but I could give you Carrington's phone number.
[CUSTOMER][NEUTRAL] OK. So we need to contact the Carrington first to confirm?
[AGENT][NEUTRAL] Right. Well, we pay to non-providers, but if you want to know if you're a provider, you can call Carrington.
[CUSTOMER][NEUTRAL] OK. OK. I'll try to contact the current.
[AGENT][NEUTRAL] Either way, we pay.
[CUSTOMER][NEUTRAL] Mhm, yeah, I'll contact the Carrington.
[AGENT][NEUTRAL] Would you like their phone number?
[CUSTOMER][NEUTRAL] Uh, no need. I, I already have the contact number for Carrington.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Great. Thank you.
[AGENT][POSITIVE] Thank you for calling APL June. You have a good day and I'll fax you those benefits.
[CUSTOMER][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][NEUTRAL] Um, bye-bye.