AccountId: 011433970860
ContactId: 297fb97f-9aeb-4267-a71c-40a6fff10090
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 323769 ms
Total Talk Time (AGENT): 166490 ms
Total Talk Time (CUSTOMER): 103061 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/297fb97f-9aeb-4267-a71c-40a6fff10090_20250501T17:32_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes ma'am. My name is [PII] and I'm calling from a dental provider's office, and I was wondering if there's a way I can get a faxed back on a patient's dental coverage.
[AGENT][NEUTRAL] OK, [PII], so you're needing a fax back for one of our dental subscribers, is that correct? Yes, ma'am. I can help you with that. And [PII], what is a good callback number for you please?
[CUSTOMER][POSITIVE] Yes ma'am mhm yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you. And the member's policy number, please.
[CUSTOMER][NEUTRAL] OK, it is 02618010.
[AGENT][NEUTRAL] OK, thank you one moment please while I get the member's information pulled up.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And any information that I do provide for you, [PII] would be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is [PII]. The date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so I do show that he is a subscriber on this dental policy and yes ma'am, it is active with an effective date of [PII], I'm sorry, the effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And if you'll give me just a moment I'll be happy to send that fax back to you and while that is loading we do not have any history on file for him.
[CUSTOMER][POSITIVE] OK great
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And is there a specific fee schedule that we would need to use for his insurance?
[AGENT][NEUTRAL] This is
[AGENT][NEUTRAL] This would, uh, this is Carrington.
[CUSTOMER][NEUTRAL] OK, so I don't think I have a Carrington fee schedule. So how and how would I know? Does he need to be in in network provider or is there to find out if we are? OK, so it doesn't matter, OK.
[AGENT][NEUTRAL] No, ma'am. I do.
[AGENT][NEUTRAL] This plan, no, this plan participates with the Carrington PPO, but they are not required to use a network provider for that.
[CUSTOMER][NEUTRAL] OK, and how would I get the fee scheduled for the Carrington?
[AGENT][NEUTRAL] You would, I can give you the phone number for Carrington.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh hold on just a 2nd, [PII]. OK, so I have [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK awesome.
[AGENT][NEUTRAL] And then what is a good fax number for you, please?
[CUSTOMER][NEUTRAL] OK, it is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so I'm just gonna repeat that back [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, well, I have just sent that to you so you should be receiving that very soon, [PII], and then if you all end up filing a claim with APL once the claim has been processed by us, we do have a portal that you should be able to check claim status in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the website for that is located at secured.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK awesome then I'll go ahead and I'll keep that on file.
[AGENT][NEUTRAL] And would you
[AGENT][NEUTRAL] OK. Well, can I help you with anything else today?
[CUSTOMER][NEUTRAL] Um, would this be a group policy or an individual policy?
[AGENT][NEUTRAL] This is under uh a group. We do not offer any single coverage.
[CUSTOMER][NEUTRAL] OK, and what, uh, would there be a name for the group or anything that we need to?
[AGENT][NEUTRAL] OK, so on the ID card, do you see his group number?
[CUSTOMER][NEUTRAL] 222 yeah 70072.
[AGENT][NEUTRAL] Mhm. And that is for hospitality, Staffing Solutions LLC.
[CUSTOMER][NEUTRAL] Hold on
[AGENT][NEUTRAL] Mhm. It's kinda long.
[CUSTOMER][NEUTRAL] OK, I'm still spelling hospitality.
[AGENT][NEUTRAL] Uh, staffing.
[AGENT][NEUTRAL] Solutions.
[AGENT][NEUTRAL] LLC.
[CUSTOMER][POSITIVE] OK awesome blossom then.
[AGENT][NEUTRAL] All right. Well, would you like for me, if that's all I can help you with, would you like for me to connect you to [PII]? But if for any reason the call were to get disconnected, you can just call that number directly that I gave you.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] Yes, that would be great.
[CUSTOMER][POSITIVE] OK, that would be awesome thank you so much.
[AGENT][POSITIVE] OK. Well, you are very welcome and thank you again for calling APL. Have a wonderful afternoon.
[CUSTOMER][POSITIVE] You too be safe.
[AGENT][POSITIVE] Uh-huh. Thank you, [PII]. You too. So, one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.