AccountId: 011433970860
ContactId: f214d389-e039-4d2e-895f-34f0a4c0c0bf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167169 ms
Total Talk Time (AGENT): 82304 ms
Total Talk Time (CUSTOMER): 53496 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=2.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/f214d389-e039-4d2e-895f-34f0a4c0c0bf_20250609T18:32_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] Hi, [PII], my name is [PII] and I'm calling from Top Choice Dental in [PII]. Needing to get uh eligibility benefit information for a member, please.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with both the eligibility and benefits. And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Area code [PII].
[AGENT][NEUTRAL] Thank you. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Uh, policy number, certificate number says 02455928.
[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 date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And I am showing the policy is active. It's been effective since [PII].
[AGENT][NEUTRAL] And did you need a copy of the fax back or did you have particular questions about it?
[CUSTOMER][NEUTRAL] If you could just send me a fax back that would be wonderful. This is a standard PPO plan, is that correct?
[AGENT][NEUTRAL] Um, it is on Carrington PPO network. If your provider is not a Carrington provider, the benefits are still the same.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] All right, and
[CUSTOMER][POSITIVE] Yeah if you could do a fax back that would be wonderful.
[AGENT][NEUTRAL] OK, what's a good fax number for you?
[CUSTOMER][NEUTRAL] Area code [PII].
[AGENT][NEUTRAL] And should I put attention, [PII]?
[CUSTOMER][NEUTRAL] Uh, it's gonna come to me no matter what, but if you want to, that's fine.
[AGENT][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] OK, and then I checked the history just just in case for you, but there's no history on file yet for um [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, fantastic. Thank you so much. Could you give me a quick breakdown as far as diagnostic preventative and things like that, just as far as what percentage it covers?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Of course. So the policy covers preventative at 100%, um, radiograph, FMX, basic and basic restorative expenses are all at 80%.
[AGENT][NEUTRAL] The policy does not cover major, which for us includes endodontic, periodontic, prosodontic, and oral surgery.
[CUSTOMER][POSITIVE] All right, fantastic thank you so much.
[AGENT][NEUTRAL] You're welcome, and I just sent the fax over to you, so you should be receiving that shortly, but if you have not received it by end of day today, please give us a call back so we can resend it for you, OK?
[CUSTOMER][POSITIVE] Alright you're wonderful thank you.
[AGENT][POSITIVE] Thank you. You're welcome. Thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye bye.