AccountId: 011433970860
ContactId: 650a67dd-4d3c-4077-aea7-25d2af883151
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 293660 ms
Total Talk Time (AGENT): 129524 ms
Total Talk Time (CUSTOMER): 73801 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/650a67dd-4d3c-4077-aea7-25d2af883151_20250331T12:53_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How can I?
[CUSTOMER][NEUTRAL] Hey, this is [PII] with Urgent Tooth. I'm just trying to get a, um, I'm just trying to get benefits for a patient.
[AGENT][NEUTRAL] Healthy?
[AGENT][NEUTRAL] OK, [PII], is it, I'm sorry, did you say this would be for dental?
[CUSTOMER][NEUTRAL] Yes, dental.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. And for our dental policies, we also have facts backs of the member's benefit.
[CUSTOMER][POSITIVE] That'll be perfect, yes.
[AGENT][POSITIVE] That I'll be happy to send to you and any perfect. OK. All right. So first off, what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and the member's policy please [PII]?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] You said his policy number?
[AGENT][NEUTRAL] Mhm. Yes, ma'am.
[CUSTOMER][NEUTRAL] Right there 02564856.
[AGENT][POSITIVE] OK, thank you. Give me a couple of moments please to get the member's information pulled up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, and [PII], any information I do provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name, please, and their date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Name [PII], birthday [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] of what year?
[CUSTOMER][NEUTRAL] [PII] is what it says, but let me scroll down because he don't look that old.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, that's not what we have.
[CUSTOMER][NEUTRAL] [PII], OK, she got she has in the wrong [PII].
[CUSTOMER][NEUTRAL] On his ID is different than what we have on this chart. Let me fix that one I'm gonna throw you.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] OK, so I do show that he
[AGENT][NEUTRAL] Is the subscriber on this policy and it is the effective date on this plan, [PII] is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And just so you also know, there is no history on file for him.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Perfect and does um he have out of network coverage?
[AGENT][NEUTRAL] As of now.
[AGENT][NEUTRAL] And the fact that
[AGENT][NEUTRAL] Of this plan participates with the Carrington PPO network, however, they are not required to use the Carrington provider.
[CUSTOMER][POSITIVE] OK, OK, perfect.
[AGENT][NEUTRAL] OK. And will the facts need to be put, well, the facts need to be put to your attention or is that not necessary?
[CUSTOMER][POSITIVE] Alright then that is all I needed, yes ma'am.
[CUSTOMER][NEUTRAL] No, it's no, that's not necessary, no, ma'am.
[AGENT][NEUTRAL] OK, so one moment.
[AGENT][NEUTRAL] And what is your fax number please [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm just gonna repeat that back to you. [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, so I have just sent that to you and then one additional piece of information, [PII], once the claim has been submitted and processed with APO, we do have a portal in which you should be able to check claim status for him, and that portal website is located at [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect awesome OK thank you so much.
[AGENT][POSITIVE] Well, you are certainly welcome. And again, is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No ma'am, that is all.
[AGENT][POSITIVE] OK. Well, thank you for calling AP. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you. Bye-bye