AccountId: 011433970860
ContactId: 46e2610b-4970-45e1-93bb-a81a38e9130c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 224490 ms
Total Talk Time (AGENT): 101969 ms
Total Talk Time (CUSTOMER): 72689 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/46e2610b-4970-45e1-93bb-a81a38e9130c_20250129T19:34_UTC.wav
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[AGENT][POSITIVE] Good afternoon. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Silo Pediatric Dentistry, and I was calling because I'm trying to verify if a patient has dental benefits.
[AGENT][POSITIVE] OK. Well, I can definitely help you with the dental benefits, and I'm so sorry. I didn't even say thank you for calling APL. I just went straight to my name. So may I have your name and a good contact number in case we disconnected?
[CUSTOMER][NEUTRAL] You're fine.
[CUSTOMER][NEUTRAL] Uh yes, my name is [PII] and then the contact number is gonna be [PII].
[AGENT][NEUTRAL] Thank you for that. And [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] Um, yes, so they provided.
[CUSTOMER][NEUTRAL] 02556601
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And I am showing the policy is active. It was, it's been effective since [PII]. And did you have particular questions about the fax back or you just want one faxed over to you?
[CUSTOMER][NEUTRAL] Um, is it, uh, it, and it is dental insurance?
[AGENT][NEUTRAL] Yes, the fax back shows their dental coverage. Yes, um, so you'll see like the calendar year max, deductible, all the percentages, the frequencies, exclusions, all the ways to file a claim, and then there's a list of covered codes. If the code that you're looking for is not on this list, then it wouldn't be covered by the policy.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, and then just to confirm, is it a PPO insurance?
[AGENT][NEUTRAL] Um, it is Carrington PPO, but the, um, benefits are the same whether your provider is Carrington or not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and then just to confirm, what is the name, what is the actual name of the insurance? Is it American Life? Is that what they?
[AGENT][NEUTRAL] American Public Life.
[CUSTOMER][NEUTRAL] Public.
[CUSTOMER][NEUTRAL] OK, and then do you have a claims address on file just in case, um, because we actually don't have this insurance on file at all.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, so it's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] And then is there a payer ID?
[AGENT][NEUTRAL] Yes, it's 60801.
[CUSTOMER][NEUTRAL] Perfect all right and then are you able to fax me um those benefits?
[AGENT][NEUTRAL] Mhm. What's a good fax number for you?
[CUSTOMER][NEUTRAL] Um, it's gonna be.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, that was [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Alrighty, so I'll go ahead and send this over to you now.
[CUSTOMER][NEUTRAL] Oh hold on, wait, sorry, repeat that, um, repeat that number again you said 830.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 204 yes.
[AGENT][POSITIVE] Alright, well, I'll go ahead and um send this over to you now. Was there anything else I could assist you with today?
[CUSTOMER][POSITIVE] Uh, no, that was gonna be it, thank you.
[AGENT][POSITIVE] You're welcome and thanks for calling APL Cassandra. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.