AccountId: 011433970860
ContactId: 4ca4c475-9a7b-498d-ab29-f85580078b6c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 442059 ms
Total Talk Time (AGENT): 133679 ms
Total Talk Time (CUSTOMER): 145084 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/4ca4c475-9a7b-498d-ab29-f85580078b6c_20250617T15:07_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] Hi [PII], my name is [PII]. I'm calling from the dentist office in [PII]. I was just hoping to check eligibility and benefits for a patient if I could.
[AGENT][POSITIVE] OK, well, I can definitely help you with the eligibility and benefits. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII] there is no extension.
[AGENT][POSITIVE] Thank you for that and the member's policy number whenever you're ready.
[CUSTOMER][NEUTRAL] Um, the number that I was given, I'm not sure if this is correct or not, um, 263-534-5.
[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] [PII], date of birth is [PII].
[AGENT][NEUTRAL] And the policy number is 263-5345?
[CUSTOMER][NEUTRAL] Uh, let me double check that.
[CUSTOMER][NEUTRAL] 263-534-8 yes.
[AGENT][NEUTRAL] For 8
[AGENT][NEUTRAL] OK, hold on one second.
[CUSTOMER][NEUTRAL] Yes, 48.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Alright, so I have the member here and can you verify the date of birth again? I'm sorry.
[CUSTOMER][NEUTRAL] You're OK. [PII].
[AGENT][NEUTRAL] Thank you for that. Wait, 521?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, we're showing a different date of birth.
[AGENT][NEUTRAL] Of
[CUSTOMER][NEUTRAL] I have the patient in office too. Do you want me to go verify? I also have his social if that would help.
[AGENT][NEUTRAL] Um, yeah, can we verify the date of birth with the insured?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Yes, let me go double check real quick, OK?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, he is saying that we do have the correct date of birth, the [PII], so I'm not sure if we just have a number off or how often it is, but I do, he did give me his social.
[AGENT][NEUTRAL] OK, and what's the social that you have?
[CUSTOMER][POSITIVE] Perfect thank you so much. So I don't know how we could change. [PII]?
[AGENT][NEUTRAL] All right, thank you for that. Um, just let him know on his ID card he needs to give benefits in a card or call and let them know that the date of birth came over incorrect.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, so he just needs to fix that date of birth?
[AGENT][NEUTRAL] Mhm. Um, but you verified the full social, so that's fine. Um, so the policy has been active, um, since [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK perfect is there any way to let me know if he is in network with our office?
[AGENT][NEUTRAL] So let me see, hold on one moment.
[AGENT][NEUTRAL] I'm just pulling up the facts back. Hold on one moment.
[CUSTOMER][POSITIVE] Yeah, no worries thank you so much.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Um, so this policy is on the Carrington PPO network. However, if your provider is not a Carrington provider, the benefits are still the same. Um, because it is Carrington, we don't have access to their list of providers, but I can give you their phone number if you'd like to check.
[CUSTOMER][NEUTRAL] Um, that's OK. Um, we, we kind of just send the information to our billing department and then have them take over. I was also gonna ask, um, in order to send it over to our billing department for them to build it in, is there any way you can give me the date of birth that you guys have and I can just let our billing department know that they need to the patient needs to change it?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh yeah, we're showing [PII].
[AGENT][NEUTRAL] Of [PII].
[CUSTOMER][NEUTRAL] Of [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK perfect um and then the ID number that I gave you the 263-5348, is that correct?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] And we can
[CUSTOMER][NEUTRAL] OK, can I have the group number?
[AGENT][NEUTRAL] Sure, hold on one moment.
[CUSTOMER][NEUTRAL] OK, OK, so we are.
[CUSTOMER][NEUTRAL] Just that.
[AGENT][NEUTRAL] Group number is 70101.
[CUSTOMER][NEUTRAL] OK, and then who was the employer for the insurance?
[AGENT][NEUTRAL] Um, Superior Skilled Trades LLC.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Um, is there any way you can email me a fax back?
[AGENT][NEUTRAL] Um, I can't email it, but I can fax it to you.
[CUSTOMER][NEUTRAL] OK, that'll work.
[AGENT][NEUTRAL] What's a good fax number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And I'm gonna double check on the email. If we are now, um, what's a good email for you?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It is so I have to look that up. It is [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], like the dentist office TDO.
[AGENT][POSITIVE] OK, finally.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right, well, I will um go ahead and send this over, so it'll either be a fax or an email. I'm gonna check on the email um if I can send it, I definitely will, OK?
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][POSITIVE] Awesome thank you so much for your help today.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] That's all thank you.
[AGENT][POSITIVE] Alright, thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] Mhm bye bye.
[AGENT][NEUTRAL] Bye bye.