AccountId: 011433970860
ContactId: 191009b9-73f0-4b64-bf5a-e956f6c98854
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 319859 ms
Total Talk Time (AGENT): 132937 ms
Total Talk Time (CUSTOMER): 64914 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/191009b9-73f0-4b64-bf5a-e956f6c98854_20250506T16:42_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. Hi, yes, I was just calling to see.
[CUSTOMER][NEUTRAL] For if my patient had any active dental coverage?
[AGENT][NEUTRAL] OK, so you're just wanting to verify if the if the policy is active with APL is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Yes ma'am, I can, uh-huh.
[CUSTOMER][NEUTRAL] And I was calling to see for.
[CUSTOMER][NEUTRAL] Benefits and eligibility.
[AGENT][NEUTRAL] OK, so you need to fax back of the benefits if the policy is active, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] My name's [PII].
[AGENT][POSITIVE] Thank you and lastly, what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number please, [PII].
[CUSTOMER][NEUTRAL] 02.
[CUSTOMER][NEUTRAL] 609-826
[AGENT][NEUTRAL] Thank you one moment while I locate the member's information please.
[CUSTOMER][NEUTRAL] Let's see here.
[AGENT][NEUTRAL] Uh, just one second please, [PII].
[CUSTOMER][NEUTRAL] Thursday
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] For [PII], um, I do.
[AGENT][NEUTRAL] And [PII], any information that I do provide will be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] Being [PII]. Date of birth [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] For your dental insurance, OK, awesome, we'll see you then, OK.
[CUSTOMER][POSITIVE] Awesome thank you
[AGENT][NEUTRAL] OK, so I do show that she is the subscriber on this dental policy and yes, it is active with an effective date of [PII].
[AGENT][POSITIVE] Mm, if you'll give me a moment please, [PII], I'll get the fax back information put together for you and be happy to send that to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And also we do not have any history on file for her.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is a good fax number for you, please?
[CUSTOMER][NEUTRAL] It'll be [PII].
[AGENT][NEUTRAL] OK, and I'm just gonna repeat that back to you. That was [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, so I have just sent you that fax back with her benefit information on it, and [PII] again, we do not have any history on file for her and if you all end up filing a claim with APL once it has been processed, we do have a portal in which you should be able to check her claim status and our website for that is secured. [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, thank you and also can you check if my provider was a network please?
[AGENT][NEUTRAL] Now, if you have any questions regarding that, that would, you would need to speak with someone at Carrington. This plan participates in the Carrington PPO network, but they are not required to use a network provider.
[AGENT][NEUTRAL] Do you know if you all participate with Carrington?
[CUSTOMER][NEUTRAL] Yesterday, nobody.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[CUSTOMER][POSITIVE] OK yes ma'am.
[AGENT][NEUTRAL] OK. So,
[AGENT][NEUTRAL] Is there anything else I could help you with?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK. Well then, thank you so much, [PII], for calling APO and I hope that you have a very nice afternoon.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Yes ma'am, thank you as well.