AccountId: 011433970860
ContactId: 2f23f45a-0884-4248-9f17-ccd452fe0505
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 382500 ms
Total Talk Time (AGENT): 111689 ms
Total Talk Time (CUSTOMER): 107895 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/2f23f45a-0884-4248-9f17-ccd452fe0505_20250124T18:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. How this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to verify benefits for a patient.
[AGENT][NEUTRAL] OK, I can help you with benefits. What is your name and your callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Uh, my name is [PII]. Callback number is [PII].
[AGENT][NEUTRAL] Thank you [PII], what is the patient's name?
[CUSTOMER][NEUTRAL] First name is [PII], last name is [PII]
[AGENT][NEUTRAL] Thank you. And what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And his policy number, please?
[CUSTOMER][NEUTRAL] Um, I have 02584425.
[AGENT][NEUTRAL] OK, let me look that policy up real quick.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] And then what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Uh, it's a dental office and it's called Dental Loft at the Green.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alright, I do show that [PII] does have an active policy. His effective date is [PII].
[AGENT][NEUTRAL] And if you give me your fax number I can send you a fax back with this complete benefit breakdown for you.
[CUSTOMER][NEUTRAL] OK, does it list things such as this maximum deductible and what he's used in any history?
[AGENT][NEUTRAL] Yeah, uh, it does not list history, but it does list the rest of what you asked for. Um, I can look at history real quick. He's only had his policy since January, so let's look and see. He's not, yeah, he's not used anything this year.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh, this year.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, um, our fax number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, alright, I'm gonna put you on a brief hold while I get that faxed together for you and I'm gonna fax it while we're on the phone together. I'll be right back.
[CUSTOMER][POSITIVE] OK OK thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me [PII]. I've got that fax back on its way to you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, um, I also did have just a couple more questions. I just wanna make sure to see if our provider is in or out of network with the plan.
[AGENT][NEUTRAL] OK. The um insured can use any provider that he chooses.
[CUSTOMER][NEUTRAL] OK, um, I do I, how do I know which fee schedule to base this on?
[AGENT][NEUTRAL] It's going to be uh be scheduled as UCR.
[CUSTOMER][NEUTRAL] UCR OK.
[CUSTOMER][NEUTRAL] Um, and then,
[CUSTOMER][NEUTRAL] Is there any waiting periods on this plan?
[AGENT][NEUTRAL] Yes, ma'am. Um, let's see.
[AGENT][NEUTRAL] No, no waiting periods.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then, um,
[CUSTOMER][NEUTRAL] If I could add the claims address.
[AGENT][NEUTRAL] Yes ma'am, that is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and you said the name of the company that you guys are is APL, is that right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, the, the patient told me it was Carrington, so I was like I don't think that that it's Carrington, so OK.
[AGENT][NEUTRAL] No, or American Public Life.
[CUSTOMER][NEUTRAL] American Public Life. OK, perfect. Um, I will wait for that fax to come through as this, um, I should be receiving that pretty quickly because the patient is coming in then this afternoon.
[AGENT][POSITIVE] Oh yes, you'll, you'll get it probably within the next 5 minutes. It's on its way already to you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK perfect I appreciate your help and I hope you have a great rest of your day.
[AGENT][POSITIVE] Well, you too, Ms. [PII], and thank you for calling APL. We appreciate it.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] All right. Bye-bye, ma'am.