AccountId: 011433970860
ContactId: 1a248ba1-f66b-4990-a64a-527e7e5f71cf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 423850 ms
Total Talk Time (AGENT): 218874 ms
Total Talk Time (CUSTOMER): 146044 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/1a248ba1-f66b-4990-a64a-527e7e5f71cf_20250203T16:22_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, good morning. My name is [PII]. I am calling from Dentures and Dental for Smiles, um, and I'm just calling to verify benefits and see if we're in or out of network with this insurance.
[AGENT][NEUTRAL] OK, [PII], so you're needing benefit information and also network information. Is that correct?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] Yes, ma'am. OK, so on our dental policies, [PII], I can help you with part of this. Yes, ma'am. Um, we do send facts facts of the member's benefits.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So first off, so what is a good call back number for you in case we get disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number please?
[CUSTOMER][NEUTRAL] The number is 02588023.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And [PII], any information that I do provide for you today will be a verification of benefits and not a guarantee of payment. What is your patient's name please and their date of birth?
[CUSTOMER][NEUTRAL] Any.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This is for [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] So she is the subscriber on this dental policy and it is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And give me just a moment to get her fax that pulled up and I'll be happy to send that to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And uh [PII] rather I'm sorry, would does this need to have your name on it? Does it need to be put to your attention or is that not necessary?
[CUSTOMER][NEUTRAL] It's not necessary.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's a private fax so we should be OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, and what is your fax number, please?
[CUSTOMER][NEUTRAL] Um, fax number is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And I'm just gonna repeat that to make sure I heard you correctly. [PII].
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK, so I have just sent that to you, so provided there's not any problem with the transmitting, you should be receiving that within just the next few minutes. And [PII], anything that is not on the fax back means it would not be covered under her policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And if you all do end up filing a claim with us, uh, once the claim has been processed, we do have a portal in which you should be able to check claim status and the website for our portal is secured.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Do.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] Um, I wanted to check if we're in or out of network too.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Oh, I'm sorry, I forgot about that part. So this plan participate in the multi-plan network, which that information, not multi-plan. For dental, it's going to be Carrington.
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, but however, they are not required to use a network provider but if you have any questions as to whether you all are participants with Carrington, I'll be happy to give you their phone number and I can also transfer you if you would like.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No, um, that's OK. We, um, do participate with with Carrington.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I just didn't have it on my list, so I just wanted to make sure, yeah, um.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yes, ma'am. And, and that information is on the fax back as well.
[CUSTOMER][NEUTRAL] OK, OK, um, and then the last question is, is there any history on this plan?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because it just went into effect with us and we have not received any claims.
[CUSTOMER][NEUTRAL] OK, OK, um, and then does it show the fax back will it have like waiting periods if there is any?
[AGENT][NEUTRAL] Yes, and there's not any on this plan, but yes, all of that information is on there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, I think that's that's all.
[AGENT][NEUTRAL] OK, well, if that's all then that I can help you with, thank you again for calling APL Griselda, and I hope you have a great day. And I just got an error message just so you know that says that your fax number is busy.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] It will make 5 attempts to send you this. I think, mhm.
[CUSTOMER][NEUTRAL] 5 attempts. OK. So how long?
[AGENT][NEUTRAL] But yeah, it did say it was line was busy.
[CUSTOMER][NEUTRAL] How long do you think I should give it before calling back if I needed to?
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] I mean, I don't know. I, I don't know if it's just back to back. Are you all currently receiving a fax?
[CUSTOMER][NEUTRAL] No, we, we are not, um, and we haven't had anything come through this morning or anything, um, so I'm not sure what's going on.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Uh, let's see, let me just check. I mean, I call, I mean, I.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I repeated that or the fax number to you.
[AGENT][NEUTRAL] So I don't know, yeah, it just says it's busy.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, well I'll wait for it a little bit and then.
[AGENT][NEUTRAL] But again, it will continue to make a few more, yeah, and if you don't receive it, then call us, call us back. But again, I believe it will make 5 attempts to send it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][POSITIVE] OK, alright, sounds good OK.
[AGENT][NEUTRAL] Before it times out.
[AGENT][POSITIVE] OK. All right, [PII]. Well, thank you again for calling APL and I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] You too thanks.
[AGENT][POSITIVE] Uh-huh. You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Bye yeah bye bye bye bye.