AccountId: 011433970860
ContactId: 3217393d-d970-470b-97e0-79a3a6cd046f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166330 ms
Total Talk Time (AGENT): 88874 ms
Total Talk Time (CUSTOMER): 65185 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/3217393d-d970-470b-97e0-79a3a6cd046f_20250228T21:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi there, I was calling to get benefits for a patient and I don't know if you can do a fax of information or how um.
[CUSTOMER][NEUTRAL] How we can get that in.
[AGENT][NEUTRAL] Oh yeah, let's take a look. Do you have the, uh, patient's policy number?
[CUSTOMER][NEUTRAL] I have OK, policy number, yeah, so it is 500.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then it's 214-847-7.
[AGENT][NEUTRAL] Let me pull that up here. OK. And then if I could get patient's name and date of birth?
[CUSTOMER][NEUTRAL] OK, so it's for [PII].
[CUSTOMER][NEUTRAL] Uh, and her birthday is [PII].
[AGENT][POSITIVE] All right, thank you so much. And we're looking for dental benefits, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, great. So member is active. The effective date on this policy is [PII], and we can send you a fax back with a breakdown of benefits.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, what is a good fax number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And should we put attention to anybody on there?
[CUSTOMER][NEUTRAL] No, it'll come straight to me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm sitting right next to it.
[AGENT][NEUTRAL] Alright.
[AGENT][POSITIVE] All right, that is headed your way, no worries. Uh, was there anything else that you needed before I let you go?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Um, and, uh, can you just double check that we are in network with this policy?
[AGENT][NEUTRAL] Well, let's see.
[AGENT][NEUTRAL] So it looks like the patient plan does participate in the Carrington PPO network. I don't know if you guys are a part of that, but it does say that uh provider with the network not required, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, oh, OK, so they'll have out of network.
[AGENT][NEUTRAL] But if you guys are, if you guys are participate in that network, so does the plan it looks like the member plan pays by UCR, um, also.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, and that'll have all the um the like the maximum percentages and everything frequencies?
[AGENT][NEUTRAL] It will, yeah, frequencies, uh, claims mailing address, calendar maximum, and then on the fax back, um, if the code's not listed, it's not covered.
[CUSTOMER][POSITIVE] OK awesome.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Oh, OK, that's good to know. All right, perfect. Well, great, that's all I need.
[AGENT][POSITIVE] All right, facts on its way. Sounds good. Have a good rest of your day.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] You you too thanks bye bye.
[AGENT][NEUTRAL] Bye bye.