AccountId: 011433970860
ContactId: 46b8442b-7a45-4d25-8615-bdd90882c8e1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 280739 ms
Total Talk Time (AGENT): 147031 ms
Total Talk Time (CUSTOMER): 76794 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/46b8442b-7a45-4d25-8615-bdd90882c8e1_20250408T18:39_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hello, good afternoon. My name is [PII]. I'm calling from a dental office regarding mutual patient of ours, dental benefits.
[AGENT][POSITIVE] Alright, [PII], I'll be glad to help you. Go and give me your policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The patient's policy number?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] They didn't provide me with that information. They only gave me a group number.
[AGENT][NEUTRAL] Do, do you, do you have a certificate number maybe?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] For the patient, let me see.
[AGENT][NEUTRAL] It's gonna start with like a 01 or 02, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm trying to look at there.
[CUSTOMER][NEUTRAL] Insurance card that they gave me.
[AGENT][NEUTRAL] Yeah, it's gonna say certificate number on it.
[CUSTOMER][NEUTRAL] It only shows me um employer ID. They told me to call this number to get their their dental insurance information.
[AGENT][NEUTRAL] OK, are you looking at uh American Public Life dental cards?
[CUSTOMER][NEUTRAL] No, the, what I have is benefits and a card.
[AGENT][NEUTRAL] Yeah, that's not gonna have their certificate number. OK, do you happen to have the employees social security number?
[CUSTOMER][POSITIVE] The employee, I think I have the patience.
[CUSTOMER][NEUTRAL] Um, I have the patience.
[AGENT][NEUTRAL] Uh, go ahead and give it to him. Let me see if it's um.
[CUSTOMER][NEUTRAL] Uh-huh. [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me just key that in. Let's just see if it works.
[AGENT][NEUTRAL] What's your patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let me see, yeah, it looks like she is the insured, so hang on, let's see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, I found her policy. OK, first off, I'm gonna give you the correct policy number. This will be the number that needs to be filed on your claim when you send it into APL and that's gonna be 026.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 08187.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][NEUTRAL] Yes, ma'am, go ahead and give me a good return telephone call number, please, ma'am.
[CUSTOMER][NEUTRAL] Mhm. It will be [PII].
[AGENT][NEUTRAL] Alrighty, thank you for that information, [PII]. OK, looks like [PII] is the insured on this dental plan and you did say you want benefits, is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes ma'am. I don't know if you can fax them or we can just go over them.
[AGENT][NEUTRAL] Oh, yes, ma'am, yes ma'am. That's how we do our, uh, benefits as a fact back of benefits. Now, I do see that this policy went into effect on [PII]. She is active, but I must advise that verification of coverage is not a guarantee of payment on a claim, but go ahead and give me that fax number and I'll get this faxed over to you.
[CUSTOMER][NEUTRAL] OK, great. It will be [PII].
[AGENT][NEUTRAL] Alright, [PII], I'm gonna repeat that back just to make sure I'm keying this in correctly. That is area code [PII]. That was your correct fax number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Alrighty, you should receive this very detailed backpacker benefit in just a couple of minutes. Now it is very detailed and what is covered and what's not under this plan, it is a $500 per calendar year benefit with a $50 deductible and if the procedure code is not on this fax, it's not covered at all. And the only thing that's not on this fax would be the PPO network name. Let's see, this patient is in Carrington PPO Network, OK?
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Yes, ma'am. Now, is that all that I can help you with today, [PII]?
[CUSTOMER][POSITIVE] That would be it. You have a great day.
[AGENT][POSITIVE] You as well, [PII], and thanks for calling IPO. Bye bye.
[CUSTOMER][NEUTRAL] Mhm bye bye.