AccountId: 011433970860
ContactId: 022d286a-cdfb-4db5-b25b-fba651c51018
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 215250 ms
Total Talk Time (AGENT): 130308 ms
Total Talk Time (CUSTOMER): 86572 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/022d286a-cdfb-4db5-b25b-fba651c51018_20250218T13:31_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII] and I am calling from a dental provider office. I am trying to verify um eligibility for a patient.
[AGENT][POSITIVE] Alright, [PII], I'll be glad to help you. Go ahead and go ahead and give me a good policy number, please, ma'am.
[CUSTOMER][NEUTRAL] Yes, thank you. Policy number is 022-04158.
[AGENT][POSITIVE] Alrighty, [PII], thank you so much for all of that information. Now while I'm pulling this up, go ahead and give me a good return telephone call number please, ma'am.
[CUSTOMER][NEUTRAL] Yes, that's area code [PII] direct line.
[AGENT][POSITIVE] Alright, thank you so much, [PII], for all that information. Now, your patient's name and date of birth today, please, ma'am.
[CUSTOMER][NEUTRAL] Yes, uh first name is [PII], last name [PII]. Her date of birth is [PII].
[AGENT][NEUTRAL] Alrighty, thank you for that information. [PII] looks like Marcel is the insured on this dental plan. They show the original effective date. Excuse me, as [PII], she is still current and active. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am. [PII], she is current and active, but I must advise that verification of coverage is not a guarantee of payment on a claim, but you did say you want to fax back a benefit. Is that correct, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][POSITIVE] Yes, ma'am. Give me a good fax number, please.
[CUSTOMER][NEUTRAL] Yes, um, fax number is area code [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], I'm gonna repeat that fax in my back, make sure that I'm keying this in correctly. That is area code [PII]. Was that the correct fax number?
[CUSTOMER][NEUTRAL] Yes, and what's the name of the insurance?
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] This uh company name is American Public Life.
[CUSTOMER][NEUTRAL] OK, American public.
[AGENT][NEUTRAL] And this fax back a benefit where I should tell you every code covered and how it is covered and if the if the procedure code is not on this fax, it's not covered here at all, and the only thing that will not be on this fax would be the PPO network name. Let's see, this patient is in the Carrington PPO network, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, [PII] and PPO.
[AGENT][POSITIVE] Yes, ma'am. Is that all I can help you with? Mhm.
[CUSTOMER][NEUTRAL] OK, can you, um, see if, if, can you see if we are in network with this insurance or no?
[AGENT][NEUTRAL] No, ma'am, but I can give you Carrington's phone number and you can call there and check to make sure or if you're not, even how to get in the network.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, OK. Thank you.
[AGENT][NEUTRAL] Yes, ma'am. Yes ma'am. Carrington's phone number is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] thank you and that's [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Yes ma'am, that's correct, [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Well, yes, ma'am. Is that all I can help you with?
[CUSTOMER][NEUTRAL] Yes, um, I'm gonna go ahead and um go ahead with that. I'm gonna get the facts if I have any questions I will give a call back, but.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, yes ma'am, then that'll work then, [PII], and thanks so much for calling APL and you have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you, ma'am. Bye bye.
[CUSTOMER][NEUTRAL] Mm.