AccountId: 011433970860
ContactId: 119ed539-1d39-49e0-8082-71aa9afb310c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198759 ms
Total Talk Time (AGENT): 111751 ms
Total Talk Time (CUSTOMER): 52002 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/119ed539-1d39-49e0-8082-71aa9afb310c_20250210T14:53_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting APO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm with the dental office. I'm looking to check eligibility and benefits for this patient.
[AGENT][NEUTRAL] I can help with eligibility and benefits. With whom am I speaking, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Alright, thank you. What is that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] 02592825
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] That's [PII]. Date of birth is [PII].
[AGENT][POSITIVE] I appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] That'll be [PII].
[AGENT][POSITIVE] Thank you. The policy went into effect.
[AGENT][NEUTRAL] On um
[AGENT][NEUTRAL] [PII], it is active. Uh, these policies have $500 per calendar years and maximum. It is just a verification of those benefits, not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it covers basic, basic restorative and preventative services only.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, no, I do have a fax back that I can send to you. Uh, as far as, uh, any sort of history is concerned, I, uh, it doesn't look like we have anything on her, so all of the, the benefits would be available.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] There is no major coverage on these policies, uh, as I mentioned before. So, is there a, uh, fax that I can send to you or is there anything in particular that I could tell you about this dental policy?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I was wondering if there are different benefits on whether or not we are in network or out of network.
[AGENT][NEUTRAL] Well, there is no network for the policy because it is a limited benefit. Um, we don't have a network. They're able to go to any uh dentist that they want to. I will tell you that we follow the Carrington PPOP schedule.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, you don't have to be a member of Carrington in order for that policy to pay out, um, but there, yeah, there is no network.
[CUSTOMER][NEUTRAL] OK, and um what is the claims address for this policy?
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] And what is the payer ID for this?
[AGENT][NEUTRAL] It's 60801.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] OK, um, and then if I could get that fax I would appreciate it.
[AGENT][NEUTRAL] Yes, of course. What is your fax number please?
[CUSTOMER][NEUTRAL] That will be [PII].
[AGENT][NEUTRAL] [PII]. OK, I'll have this for you in just a moment. Is there anything else at all that I may help with?
[CUSTOMER][NEUTRAL] Nope, that'll be it.
[AGENT][POSITIVE] OK, thank you for contacting ATL. You have a very good day.
[CUSTOMER][NEUTRAL] So