AccountId: 011433970860
ContactId: 4ee32c55-c67e-4af8-9180-2b94f9cbfb5c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 239899 ms
Total Talk Time (AGENT): 134171 ms
Total Talk Time (CUSTOMER): 67876 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/4ee32c55-c67e-4af8-9180-2b94f9cbfb5c_20250227T19:31_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] Yes, ma'am. I was just trying to see if a patient has active benefits.
[AGENT][POSITIVE] OK, be glad to help you. go and give me your name and the member's policy number.
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[CUSTOMER][NEUTRAL] The policy certificate number is 2484219.
[AGENT][POSITIVE] Alrighty, [PII], thank you so much for that information. Now while I'm pulling this up, go ahead and give me a good return telephone call number, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alrighty, [PII], thank you so much for all that information. Now, what's your patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Date of birth is.
[AGENT][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alrighty, thank you so much for all that information, [PII]. Looks like [PII] is the insured on this dental plan. They show the original effective date is [PII]. She is still current and active, but I must advise that verification of coverage is not a guarantee of payment on a claim, but your checking eligibility, or did you need a backpacker benefit as well today, [PII]?
[CUSTOMER][NEUTRAL] Uh, the fax back will work.
[AGENT][POSITIVE] Yes, ma'am. Give me a good fax number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, let me repeat that back, [PII], make sure I'm keying this incorrectly. That's area code [PII]. Was that the correct fax number?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Alrighty should have this very detailed backpacker benefit in just a couple of minutes and it is very detailed in what's covered and what's not. So if the procedure code is not listed on this fax, it's not covered at all, and the only thing that will not be on it is the PPO network name. Let's see, this patient is in the Carrington PPO network, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Caring and it's off the Carrington you said?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK and so then we are in network correct?
[AGENT][NEUTRAL] Uh, I'm not sure if you're in [PII], but I'll be glad to give you Carrington's phone number and you can double check that information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am. Carrington's phone number is let me get that one.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well, hang on, my mind just went blank and I'm talking about all the way blank. Hang on just a second.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] And of course, everything's wanting to stop.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] So I have a question too um.
[AGENT][NEUTRAL] Here we go. I, I got it. Let me give you Carrington's phone number [PII].
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, um, so I called, I think it was like at the beginning of the month or January to verify this, but then she ended up not coming but anyways, um, I spoke to [PII] and she originally told me it was UCR, so I just wanna make sure which reschedule it's on.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] If you're not in [PII], it will be UCR. If you're in [PII], it's gonna be [PII].
[CUSTOMER][POSITIVE] OK all right thank you ma'am.
[AGENT][POSITIVE] Yeah, yeah. OK, you're so welcome. Is that all I can help answer for you?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, well, thanks so much, [PII] for calling APO and your fax is on the way.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you, ma'am. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.