AccountId: 011433970860
ContactId: f279e5b0-c99b-421a-8a04-ea7d0aaab296
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213619 ms
Total Talk Time (AGENT): 101666 ms
Total Talk Time (CUSTOMER): 70485 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/f279e5b0-c99b-421a-8a04-ea7d0aaab296_20250620T13:48_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII]. I'm calling from a dental office. I'm just trying to see if we're in network with this patient's plan.
[AGENT][POSITIVE] Alright, I'm happy to check on the policy. Do we have their policy number?
[CUSTOMER][NEUTRAL] Yes, um, 026111117.
[AGENT][POSITIVE] Thank you, [PII]. Let me pull that up here.
[AGENT][NEUTRAL] All right. And then if I could get patient name and date of birth.
[CUSTOMER][NEUTRAL] Um, name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] No worries, thank you. All right, so patient is active. The effective date on here is [PII]. Um, their plan does participate in the Carrington PPO network. however, it's not required for usage, so there's no specific network required.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, can you see if we participate with this?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Do you know if you guys are part of the Carrington network or not?
[CUSTOMER][NEUTRAL] I believe so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, cause otherwise it just you, it pays off of UCR amounts, that's the fee schedule on here.
[CUSTOMER][NEUTRAL] Is is this like a discount plan?
[AGENT][NEUTRAL] Meaning.
[CUSTOMER][NEUTRAL] Is this like an insurance plan or is it like a discount?
[AGENT][NEUTRAL] Yeah, no, it's an actual, it's an actual dental plan. It just has preventative and basic on it and it just goes off of UCR if you guys don't participate in the PPO network with Carrington.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] So it doesn't require.
[CUSTOMER][NEUTRAL] OK, is there a maximum?
[AGENT][NEUTRAL] Yeah, go ahead. I'm sorry.
[CUSTOMER][NEUTRAL] So preventative and basic is the only thing that's covered?
[AGENT][POSITIVE] Yes, correct.
[CUSTOMER][NEUTRAL] OK, and preventative is covered at 100?
[AGENT][NEUTRAL] Uh-huh. And then basic at 80.
[CUSTOMER][NEUTRAL] And what includes uh basic?
[AGENT][NEUTRAL] Um, basic really is just like simple extractions, fillings, things of that nature. If you need, I can send you a fax back with a breakdown.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] What is a good fax number, [PII]?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So the only thing not on the fax back is the amount used for the year. Their calendar year max is $500 and then they have a $50 deductible, and it looks like the patient has both of that remaining.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] Did you have any other questions or concerns?
[CUSTOMER][NEUTRAL] And that was a $500 max.
[AGENT][POSITIVE] Mhm. Correct, yes ma'am.
[CUSTOMER][NEUTRAL] OK, alright, and then just the fax back would be good.
[AGENT][NEUTRAL] OK. Give me about 5 minutes and you should have that, OK?
[CUSTOMER][POSITIVE] Perfect thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.