AccountId: 011433970860
ContactId: 5006faf6-4111-4f4d-b1e3-8b20b126370f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169690 ms
Total Talk Time (AGENT): 67312 ms
Total Talk Time (CUSTOMER): 65355 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/5006faf6-4111-4f4d-b1e3-8b20b126370f_20250131T20:52_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I am calling from a dental office. I was just calling to verify eligibility and benefits for a patient.
[AGENT][NEUTRAL] May I have your name and a callback number?
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] And the phone number is [PII].
[AGENT][NEUTRAL] And may I please have the policy number?
[CUSTOMER][NEUTRAL] 02288037
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] First name is [PII], last name [PII] Date of birth [PII].
[AGENT][POSITIVE] Thank you, and you were calling in for eligibility for this member and benefits?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And would you like a fax back for this member's benefits?
[CUSTOMER][NEUTRAL] Yes, um, is this the dental that's, is this what he has for dental? I'm assuming?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And do you know if there's out of network coverage?
[CUSTOMER][NEUTRAL] Because this isn't one we're in network with.
[AGENT][NEUTRAL] This is considered like a limited benefit, so it's not an in or out of network.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And if you were needing to check, did you check through the Carrington Group?
[CUSTOMER][NEUTRAL] No, this is the only card that I have that he gave me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So the only thing that I can do, I can submit you the fax back and you will be able to verify that member's benefit, but it's not based of in or out.
[CUSTOMER][NEUTRAL] So he can see a dentist in or out of network.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And it's just based on um.
[CUSTOMER][NEUTRAL] Our fee schedule basically.
[AGENT][NEUTRAL] Yes, you will look at this amount, the the fax back that I'm gonna submit to you and it gives you the percentage.
[AGENT][NEUTRAL] That will be used.
[CUSTOMER][NEUTRAL] OK, and this will have like maximum and all that stuff listed on there?
[AGENT][NEUTRAL] Yes, it has the calendar year max and any calendar year deductible.
[CUSTOMER][NEUTRAL] OK, alright, and um our fax.
[AGENT][NEUTRAL] May I have that fax number?
[CUSTOMER][NEUTRAL] Mhm it's [PII].
[AGENT][NEUTRAL] And you are also needing to know the eligibility that is showing [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] No, that should be all thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.