AccountId: 011433970860
ContactId: 4801203d-9c8c-4ed0-b9a0-0a349e3f8c69
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213679 ms
Total Talk Time (AGENT): 54389 ms
Total Talk Time (CUSTOMER): 110960 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/4801203d-9c8c-4ed0-b9a0-0a349e3f8c69_20250617T14:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi Miss [PII], I'm trying to find out about a patient's dental coverage.
[AGENT][POSITIVE] OK, I can help you with uh benefits. Could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] Serenity.
[AGENT][NEUTRAL] OK, are you calling for yourself or are you with a provider?
[CUSTOMER][NEUTRAL] I'm with the provider.
[AGENT][NEUTRAL] OK. Do you have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, do you have the policy number for the patient, [PII]?
[CUSTOMER][NEUTRAL] Let's see, she sent me a card. Let's see, policy number 02639114.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] date of birth [PII].
[CUSTOMER][NEUTRAL] That's your next cleaning.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oil surgeon, do you want me to text you a copy of the referral for the oil surgeon so mama can call and get that set up to get those teeth out. OK, now, I'll text it to you and mama if you'll just respond to me that you got it. Thank you, doll. Sorry dear.
[AGENT][NEUTRAL] Uh, it looks like I've got a policy active and effective [PII].
[AGENT][NEUTRAL] Um, I can send over a fax back that outlines the policy that shows the frequency duration and all the codes that are covered, uh, unless there's something you need to go over on the.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, I, I don't know anything about the coverage like what if what's the name of it? Is it APL? Is it Carrington? Like when I send a claim in, do I put it to APL?
[AGENT][NEUTRAL] Yes, it'll go to APL and then they can use Carrington as the network, um, it's not required but they have that option.
[CUSTOMER][NEUTRAL] OK, because we're we're not, I, I don't think we're contracted with any of it.
[CUSTOMER][NEUTRAL] So do they have out of network benefits?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, they do.
[CUSTOMER][NEGATIVE] APL now in the fax back is it um tell me missing two claws waiting period all that good stuff.
[AGENT][POSITIVE] Yes, it does.
[CUSTOMER][NEUTRAL] Alrighty and um the payer ID there it is right there. So the group number, do I need to use the 70084 or the 026 number?
[AGENT][NEUTRAL] Uh, this, the group number would be the 700 number.
[CUSTOMER][NEUTRAL] OK, now the subscriber ID number, is that the policy number?
[AGENT][POSITIVE] Yes, that's right.
[CUSTOMER][NEUTRAL] OK, alrighty, so.
[CUSTOMER][POSITIVE] 26 awesome.
[CUSTOMER][NEUTRAL] 3.
[CUSTOMER][POSITIVE] So I guess you can fax me those benefits, that'd be awesome.
[AGENT][NEUTRAL] OK, what's your fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, that's [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, I'll get those faxed over, [PII]. Is there anything else I can help with today?
[CUSTOMER][POSITIVE] No ma'am you have a great day.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.