AccountId: 011433970860
ContactId: 3792cfd3-0ee9-45b3-88b1-e9c215aebf09
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195399 ms
Total Talk Time (AGENT): 100008 ms
Total Talk Time (CUSTOMER): 63120 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/3792cfd3-0ee9-45b3-88b1-e9c215aebf09_20250512T15:42_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I'm looking for dental benefits for patients, please.
[AGENT][NEUTRAL] OK, well, I can help you with the dental benefits. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII] it's [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Policy number is 249-4906.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] Can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Ty and the last name I cannot pronounce it's [PII] Date of birth is [PII]. I'm sorry.
[AGENT][NEUTRAL] That's OK. Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing that the policy is active. It's been effective since [PII]. And um did you need a copy of the fax back or you have particular questions about it?
[CUSTOMER][NEUTRAL] Um, copy and fax back will work.
[AGENT][NEUTRAL] OK, um, well, on the fax back you'll see the calendar year max deductible. I'm sorry, did you say something? I, I didn't. OK, um, calendar year max deductible, all the percentages, waiting periods, frequencies, uh, any exclusions, all the ways to file a claim, and then there's a list of covered codes. If the code you're looking for is not on this list, then it will be covered by the policy.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, and what, um, what the schedule does this plan go by?
[AGENT][NEUTRAL] Um, it's a standard Carrington fee schedule. This, this particular product isn't on the Carrington network. It goes by UCR, so percentage.
[CUSTOMER][NEUTRAL] So it doesn't go by the Carrington B schedule or?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] They're not on like the PPO network, but this all of our dental policies are through Carrington, this one goes through UCR.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and is the um billing address and the payer ID on there on the fax?
[AGENT][NEUTRAL] Yes, uh, the payer ID, the mailing address, and the fax number.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, fantastic. Thank you.
[AGENT][NEUTRAL] You're welcome. And what's a good fax number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And should I put attention, [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, and that was [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] All right, well, I am sending this over to you now. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] I believe that's it thank you.
[AGENT][POSITIVE] You're welcome. Well, thank you for calling APL. I hope you have a great week.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.