AccountId: 011433970860
ContactId: 39debacc-b7dc-470f-9270-91ee15d9d014
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 317820 ms
Total Talk Time (AGENT): 99535 ms
Total Talk Time (CUSTOMER): 116068 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/39debacc-b7dc-470f-9270-91ee15d9d014_20250501T16:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. I was hoping to get like a general fax pack of benefits for a patient if possible.
[AGENT][NEUTRAL] OK, I can help you with the fax back. Can I get your name and a good callback number, please?
[CUSTOMER][NEUTRAL] Yes, my name's [PII]. I'm calling with uh [PII] with Castle Dental.
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number of the patient, [PII]?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um, policy number would be.
[CUSTOMER][NEUTRAL] 02596712.
[AGENT][NEUTRAL] OK. And you have the patient name and date of birth?
[CUSTOMER][NEUTRAL] It's for [PII]. Her date of birth is [PII].
[AGENT][NEUTRAL] OK. And then what's your fax number?
[CUSTOMER][NEUTRAL] Um, our fax number would be [PII].
[CUSTOMER][NEUTRAL] Sorry, [PII].
[CUSTOMER][NEUTRAL] And would I be able to get if possible like her group name and number and then like what fee schedule if we're in network with?
[AGENT][NEUTRAL] Um, yeah, I can give you her group name and number. Um, it is.
[AGENT][NEUTRAL] Get that
[AGENT][NEUTRAL] Group name is um
[AGENT][NEUTRAL] 70 or I'm sorry, the group number is 70083.
[AGENT][NEUTRAL] And then let me give you the group name which is.
[AGENT][NEUTRAL] Um, it's Lark.
[AGENT][NEUTRAL] And it's on track staffing.
[CUSTOMER][NEUTRAL] Is that Lark with an S, L A R K S or with a K?
[AGENT][NEUTRAL] Uh, just Lark. It's Lark LLC doing business as on track staffing, so I've got Lak LLC DBA on track staffing.
[CUSTOMER][NEUTRAL] On track staffing.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then what was the other did you uh schedule um let me see, so they use Carrington, the Carrington network.
[AGENT][NEUTRAL] Um, I, I don't have their fee schedule. It's just if you're in network with Carrington, there would be associated discounts.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] With that Carrington fee schedule.
[AGENT][NEGATIVE] They do have out of network benefits.
[CUSTOMER][NEUTRAL] Um, with our, um, what would the payer ID and claims address be?
[AGENT][NEUTRAL] Uh, payer ID is 608.
[CUSTOMER][NEUTRAL] Would it be what it says on the card?
[AGENT][NEUTRAL] 60801.
[AGENT][NEUTRAL] And claims address is [PII].
[AGENT][NEUTRAL] 248,950.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] OK, thank you so much. I appreciate the information and what is their, um, on the card it says their effective date [PII]. Is that correct? Is there any term date?
[AGENT][NEUTRAL] Uh, yes, that's the correct effective date and they are active.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Uh, I appreciate with the claims address and that information. Do you know if, um, let me see.
[CUSTOMER][NEUTRAL] If I can ask for like a certain like certain like two codes if they're eligible for.
[AGENT][NEUTRAL] OK, are they?
[CUSTOMER][NEUTRAL] Um, that would be D 1206 for fluoride and also D0431 oral cancer screening.
[AGENT][NEUTRAL] Um, fluoride is covered for dependent children.
[CUSTOMER][NEUTRAL] So it's the age limit.
[AGENT][NEUTRAL] Age limit is [PII].
[AGENT][NEUTRAL] And then what was the other code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm not pulling up that code.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Thank you, um, and can I, um, let me see, would I just wait on the fax back then is that being sent in? I just wanna make sure.
[AGENT][NEUTRAL] Yeah, it'll just take about 2 minutes.
[CUSTOMER][POSITIVE] No problem I appreciate your help with that. Can I just get the call reference number and thank you so much for your time and help today.
[AGENT][NEUTRAL] Uh, it's just my name, [PII], first initial to last name, [PII], and today's date.
[CUSTOMER][POSITIVE] Thank you so much [PII]. I appreciate your help you have a good day.
[AGENT][POSITIVE] Thank you for calling APLU as well. Bye-bye.
[CUSTOMER][POSITIVE] Thank