AccountId: 011433970860
ContactId: 0e066e7b-9067-4a5b-8242-f4b4b5b71b43
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 239929 ms
Total Talk Time (AGENT): 115314 ms
Total Talk Time (CUSTOMER): 98601 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/0e066e7b-9067-4a5b-8242-f4b4b5b71b43_20250410T18:43_UTC.wav
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[CUSTOMER][NEUTRAL] That's a better number?
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] My name is [PII]. I'm calling from Mandavi Dental. How are you today?
[AGENT][POSITIVE] I'm doing well, [PII]. How are you?
[CUSTOMER][POSITIVE] I'm good, thank you. I'm calling to check on a patient um on a dental insurance if you can help me, please?
[AGENT][NEUTRAL] OK, like eligibility and benefits, so you have particular questions?
[CUSTOMER][NEUTRAL] Eligibility and benefits and also I want to know if we are in network or not.
[AGENT][NEUTRAL] OK, and [PII]
[CUSTOMER][NEUTRAL] This is the first time I call this insurance. Is this it's called APL?
[AGENT][NEUTRAL] The name of the insurance company is APL, American Public Life.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and the policy number whenever you're ready.
[CUSTOMER][NEUTRAL] Safe policy number 02609024.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Sure. First name [PII], last name [PII] Date of birth [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing that the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] OK, is this is a dental insurance you have through this? OK. So this is dental, OK. Are we in network now?
[AGENT][NEUTRAL] Yes, uh, this is dental.
[AGENT][NEUTRAL] Hold on one moment. So this policy is on the Carrington PPO network. However, if your provider is not a Carrington provider, the benefits are still the same.
[CUSTOMER][NEUTRAL] We are so we now work.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, can I have the breakdown? Can you fax it to me?
[AGENT][NEUTRAL] Sure. Mhm. Um, so on the fax back you'll see the calendar year max, deductible, all the percentages, frequencies, exclusions, the three ways to file a claim, and then there's a list of covered codes on here. If the code you're looking for is not on this list, it wouldn't be covered by the policy.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, got it. Can, um, can I give you the phone, yes.
[AGENT][POSITIVE] Alright, and what's a good.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Yes, I'm ready for the fax number whenever you are.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, should I put attention, [PII]?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Should I put attention [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and that was [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] All right, and I'll send this over to you right now.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Thank you. I have one more question. Um, according to the wife, [PII], is she under the same policy?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] I can give you her date of birth if you need that.
[AGENT][NEUTRAL] Oh, that's OK. Um, no, this is an individual policy, it's just [PII].
[CUSTOMER][NEUTRAL] Just him, just [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Just, OK, I will, um, if you can please uh fax me the breakdown.
[AGENT][POSITIVE] Alrighty, so I just literally just press the send button. Um, if you don't receive it by end of day today, just give us a call and we'll be more than happy to resend it for you, OK?
[CUSTOMER][NEUTRAL] OK, can I have a reference number, please?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. And again, that's [PII], first initial to my last name is [PII].
[CUSTOMER][POSITIVE] OK, thank you for your help. Have a good day bye bye.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.