AccountId: 011433970860
ContactId: 13366fba-631a-4788-8230-3fbd0c0fa5a3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 236860 ms
Total Talk Time (AGENT): 55186 ms
Total Talk Time (CUSTOMER): 115721 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/13366fba-631a-4788-8230-3fbd0c0fa5a3_20250130T20:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII] and I'm calling from [PII].
[CUSTOMER][NEUTRAL] Now, I have a provider on the back line because on this policy I show, you know, that, that you uh lease the, the fee schedules from Carrington, but we don't do the claims and benefits and I have a provider on the line that's tried to call. Uh, can you assist him? I can give you the policy number or the member ID, whichever one you'd like.
[AGENT][NEUTRAL] OK. May I have that, please?
[CUSTOMER][NEUTRAL] Which one do you want?
[AGENT][NEUTRAL] The policy number?
[CUSTOMER][NEUTRAL] The policy number is, uh, it's got 500.
[CUSTOMER][NEUTRAL] And then it's 258-4857.
[AGENT][NEUTRAL] May I have that member's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, it's gonna be uh [PII].
[CUSTOMER][NEUTRAL] And uh it's going to be, um, his date of birth. It's gonna be [PII]. He just got the policy the [PII].
[AGENT][NEUTRAL] OK, you can transfer them.
[CUSTOMER][POSITIVE] Yeah, if you don't mind, that'd be great. And if you can just, I don't know if you have a different number or something, but he needs assistance with benefits and eligibility. OK, so give me just a moment. Alright, I'll transfer him over. Alright, thank you, thank you for your help.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you. You're welcome.
[CUSTOMER][NEUTRAL] But I knew you didn't know
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] was
[CUSTOMER][NEUTRAL] Yes ma'am, I was trying to get a breakdown of coverage for a mutual patient.
[AGENT][NEUTRAL] OK, may I have your name please?
[CUSTOMER][NEUTRAL] Yes, it's [PII]
[CUSTOMER][NEUTRAL] And I'm with Aspen Dental.
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] I see.
[AGENT][POSITIVE] I see, thank you.
[CUSTOMER][NEUTRAL] The
[AGENT][NEUTRAL] And may I please have a callback number?
[CUSTOMER][NEUTRAL] Yes, [PII] option 2.
[AGENT][NEUTRAL] And are you just needing a fax back for this member and then eligibility?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK. May I have a fax number to submit that fax back?
[CUSTOMER][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] Yes ma'am, it's 864-932-4 I'm sorry [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. And I can assist you on the eligibility. It does show that the member is currently active. The effective date is [PII]. And is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Uh, no, ma'am. I, well, yes, one question when I file it, do I just need to file this under American Public Life or do I need to file it under Carrington?
[AGENT][NEUTRAL] You will submit the claims to us, which is American Public Life.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] Alright, that's what I needed to know thank you ma'am you have a blessed day.
[AGENT][POSITIVE] You're welcome and thank you and you have a great day as well.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye