AccountId: 011433970860
ContactId: 0623efa6-e651-49c2-bdc3-2d7942f17fc5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 363220 ms
Total Talk Time (AGENT): 174169 ms
Total Talk Time (CUSTOMER): 130260 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/0623efa6-e651-49c2-bdc3-2d7942f17fc5_20250117T18:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I have a patient here who works for Universal Trucking and we were trying to verify his benefits with Carrington. Um, I just got off the phone with a rep she did all kinds of different searches to find him in the system, um, including your policy number, group, all of that, date of birth, zip code, everything, but they're not pulling him up, so she gave me this number to reach out to just make sure that everything was she'd mentioned like make sure that payments were paid and things were all still active on this end so I was just trying to figure that out.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah, OK, we can definitely take a look, make sure that policy is active, um, you were just needing benefit information?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK, all right, um, what was your name?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] OK, and [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you and then uh do you uh have the policy number?
[CUSTOMER][NEUTRAL] Yes, so the policy number is D as in dog, P as in Papa M as in Mary, O as in Oscar 068305.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, so that's not one of our policy numbers, does he? That is through, uh, they're called 90 Degrees. Um, let's see, do you have the social I could search for them that way.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Yes, I do have that if you're ready.
[AGENT][POSITIVE] OK, yes, I'm ready.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what was the name for the insured?
[CUSTOMER][NEUTRAL] Uh, [PII]. Last name is spelled [PII]
[AGENT][NEUTRAL] Got it. Do you have the date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Got it. OK, so, um, I appreciate you verifying all of that. I wonder, Carrington probably couldn't find them again that, uh, policy number is through uh 90 Degrees. I can give you, uh, the policy number he has with us for the dental whenever you're ready.
[CUSTOMER][POSITIVE] Oh, OK, I'm ready.
[AGENT][NEUTRAL] OK, it's 02494911.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] OK, and so it.
[CUSTOMER][NEUTRAL] And if I call [PII] and give them this info they'll pull him up.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Most likely I can still go ahead and send you um I can give you any information you need. I have all of the benefit information I can send you a fax back if you'd like.
[CUSTOMER][POSITIVE] That would be great because he actually just got taken back for his uh periodic exam and I was trying to get this in so we can make sure it's accounted for.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh yeah of course um I will go ahead and tell you it is active, um, the effective date was [PII].
[AGENT][NEUTRAL] Bear with me just a minute, let me get that faxed back to you.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][NEUTRAL] Alright, what was that fax number for you?
[CUSTOMER][NEUTRAL] So it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I'm going to read that back, make sure I heard that correctly. That was [PII] I'm sorry [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, I will get that sent to you now. um, did you have any questions I could answer over the phone or did you just need anything that was on the fax bag?
[CUSTOMER][NEUTRAL] Let me take a look here. Alright, so he says effective date was [PII].
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Sorry, [PII], yeah, [PII] and um the group name is APL or Universal Trucking.
[AGENT][NEUTRAL] No, it is universal trucking, so APL is um who is this coverage is through this, um, I don't even think.
[AGENT][NEGATIVE] Honestly, I don't think this plan participates in the Carrington network.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] No, this one just goes off of VCR.
[CUSTOMER][NEUTRAL] I feel
[CUSTOMER][NEUTRAL] Oh, usual customer, so is it like a discount plan or like a DHMO?
[AGENT][NEUTRAL] It just
[AGENT][NEUTRAL] Excuse me, I'm so sorry. So yeah, there's no this plan does not have a set network, um, it just goes off of VCR. So, um, let's see, for example, like preventative, it would cover 100% of UCR Basic is 80% of UCR major is 40%.
[AGENT][NEUTRAL] And you just bill uh directly to us or file those claims directly with us.
[AGENT][NEUTRAL] Are you still there [PII]? Can you hear me?
[CUSTOMER][NEUTRAL] Um, well, the faxack have all like all the frequencies and everything on it as well?
[AGENT][NEUTRAL] Oh yeah, yes.
[CUSTOMER][NEUTRAL] OK, and then is there sorry, there's just a bunch of people around me, is there a group number for the plan?
[AGENT][NEUTRAL] No, you're fine.
[AGENT][NEUTRAL] Yes, uh, his group number is 19865.
[CUSTOMER][POSITIVE] A 1985. OK, perfect.
[CUSTOMER][NEUTRAL] Alright, one second.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] We're not reaching the because he's.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, alright, I'm just gonna wait for the fax back because I think that'll have the information need. Can I just get a reference number for the call?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, that would just be my first name, last initial, and today's da[PII]. Uh, so my name is spelled [PII] last initial [PII] [PII], and I did just send that so you should be getting it shortly. Was there anything else I can help you with?
[CUSTOMER][POSITIVE] No that is it thank you [PII]o much for your help I appreciate it.
[AGENT][POSITIVE] Alright, yeah, definitely, thanks for calling APL. Have a great weekend.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.