AccountId: 011433970860
ContactId: 2b8e4fd8-080b-4f3b-82ba-12154509697f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 291559 ms
Total Talk Time (AGENT): 124030 ms
Total Talk Time (CUSTOMER): 99313 ms
Interruptions: 3
Overall Sentiment: AGENT=1.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/2b8e4fd8-080b-4f3b-82ba-12154509697f_20250422T12:33_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] Hey, my name is [PII]. I was wondering if you could fax me benefits for a patient.
[AGENT][NEUTRAL] OK. Uh, is this for a dental policy that you're needing a faxed back?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. And [PII], what is a good callback number for you please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is the member's policy number?
[CUSTOMER][NEUTRAL] Um, 02612730.
[AGENT][POSITIVE] OK, thank you. Give me a couple of moments just got to get the member's information pulled up please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Good morning [PII]
[CUSTOMER][NEUTRAL] This is [PII] from Southeastern. How are you doing?
[AGENT][NEUTRAL] Information that I do provide for you today, [PII] would be a verification of benefits and not a guarantee of payment. What is your patient's name please and their date of birth?
[CUSTOMER][POSITIVE] Good, I was just
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, I'm gonna spell his first name, uh, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] Last name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Just remember this is the lead from Southeastern Dental Center.
[CUSTOMER][NEUTRAL] Say [PII] if you.
[AGENT][NEUTRAL] OK, so I do show here.
[AGENT][NEUTRAL] You see, and yes, ma'am, it is active. What's an effective date of [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] And what and then there is also no history on file for him.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, and he has out of network benefits?
[AGENT][NEUTRAL] And what if
[AGENT][NEUTRAL] This policy participates with the Carrington TPO network. however, they are not required to use a network provider.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And what is a good fax number, [PII], that I could send his fax back to?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, just one moment for me to pull that up please.
[AGENT][NEUTRAL] And does it need to be put to your attention or is that not necessary?
[CUSTOMER][NEUTRAL] It don't matter.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Did this [PII] say what we want?
[AGENT][NEUTRAL] And again, that facts, well.
[AGENT][NEUTRAL] Before I can repeat it.
[AGENT][NEUTRAL] Let me get it back where I can see it. OK, so you said that your fax number is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] [PII], is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so I have just sent that to you.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] And so you should be receiving it very shortly and one last thing, [PII], once we have processed the claim here at APL, we do have a portal in which you should be able to check claim status for him and the website for the portal is located at [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] With claims, do y'all pay the patient or the provider for out of network?
[AGENT][NEUTRAL] We would pay the whomever, yes, if you file the claim, yes ma'am, unless there's a different assignment of benefits listed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright cool alrighty well thank you so much for all your help.
[AGENT][POSITIVE] All right. Well, you're certainly very welcome. So is there anything else um that I can help you with?
[CUSTOMER][NEUTRAL] No, that is it.
[AGENT][POSITIVE] OK, well then thank you again for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you you too bye.
[AGENT][POSITIVE] Yes, ma'am. Thank