AccountId: 011433970860
ContactId: 199467e2-9040-4070-b738-1922f8893d25
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 285049 ms
Total Talk Time (AGENT): 119380 ms
Total Talk Time (CUSTOMER): 83002 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/199467e2-9040-4070-b738-1922f8893d25_20250501T20:17_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], my name is [PII]. Um, I'm calling in regards to a patient having a discounted, um,
[CUSTOMER][NEUTRAL] I just program card.
[AGENT][NEUTRAL] Don't provide discount cards. Do you, you want to go over benefits?
[CUSTOMER][NEUTRAL] I have her member ID number. That's what you need.
[CUSTOMER][NEUTRAL] Uh, yes.
[AGENT][NEUTRAL] OK, well, [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, it's 492-100-96.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So that's not an APL policy number. Do you have a copy of the insured's ID card available?
[CUSTOMER][NEGATIVE] Uh, no.
[CUSTOMER][NEUTRAL] They had, uh, that's the only number she just told me, well, I was also given this number to call better um.
[CUSTOMER][NEUTRAL] They just told me that she had, well, the patient told me, sorry, that it's an American public discounted card through Carrington. It's, it's like a dental dis discount program.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. Do you have the member's social?
[CUSTOMER][NEUTRAL] No, I don't.
[AGENT][NEUTRAL] OK, what's the member's first and last name?
[CUSTOMER][NEUTRAL] It's [PII] sorry.
[AGENT][NEUTRAL] Can you spell the last name for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So I'm just waiting for the um policies to populate here. Hold on one moment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] It's kind of taking its time here. I apologize.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, here we go. And this is, you said um Carrington, so this is for dental?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And can you verify her date of birth?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So, let me see what type of so we don't provide like discounts or anything. This is a dental policy. Um, did you need a copy of the breakdown of coverage, like a fax back?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so on the fax back you'll see the calendar year maximum deductible, all the percentages, um, any frequencies, exclusions, all the ways to file a claim. This policy is on the Carrington PPO network. However, if your provider is not a Carrington provider, all the benefits are still the same. And then there's a list of covered codes on here. If the code you're looking for is not on this list, it's not covered by the policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, not covered.
[AGENT][NEUTRAL] All right, [PII], what's a good um fax number for you?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And should I put attention in [PII]?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] And that was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right, well, I'm sending this over to you now. Was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] No, so this isn't a discount program. It's actually, um, just regular art because I wanna be sure because the way she told me it was like a discount card.
[AGENT][NEUTRAL] Yeah, it's not a discount card at all. It's an actual dental policy.
[CUSTOMER][NEUTRAL] OK, 10 to 5. That way I can let her know.
[CUSTOMER][POSITIVE] The policy, perfect, thank you, [PII].
[AGENT][POSITIVE] You're very welcome. You sure was there anything else I can help with?
[CUSTOMER][NEUTRAL] No, that would be all.
[AGENT][POSITIVE] Alright, well, thank you so much for calling APL [PII]. I hope you have a great day and a great weekend.
[CUSTOMER][POSITIVE] Same to you thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mm bye.