AccountId: 011433970860
ContactId: 663e778d-d39e-4d14-b39a-ff6015bae97c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 645840 ms
Total Talk Time (AGENT): 222741 ms
Total Talk Time (CUSTOMER): 185950 ms
Interruptions: 4
Overall Sentiment: AGENT=1.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/663e778d-d39e-4d14-b39a-ff6015bae97c_20250417T15:13_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] Hello?
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] Yes, I can hear you. Can you hear me?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][POSITIVE] Yes, yes, yes I can mhm.
[AGENT][NEUTRAL] OK, how may I assist you today?
[CUSTOMER][NEUTRAL] Sorry, uh, I wanna
[CUSTOMER][NEUTRAL] I was trying to find out if this.
[CUSTOMER][NEUTRAL] Dentist place has my er accepts my plan for Carrington.
[AGENT][NEUTRAL] You're wanting to know if a dentist accepts your plan?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Are you trying to get like a list of providers?
[CUSTOMER][NEUTRAL] No, the, the specific uh.
[AGENT][NEUTRAL] You already have one in mind?
[CUSTOMER][NEUTRAL] Yeah, yeah, mhm.
[AGENT][NEUTRAL] OK, um, well.
[CUSTOMER][NEUTRAL] They told me to call this number.
[AGENT][NEUTRAL] The dentist told you to call us to see if they're in that, if, OK. Um, may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] Name is [PII].
[CUSTOMER][NEUTRAL] Number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] Policy number is.
[CUSTOMER][NEUTRAL] 025
[CUSTOMER][NEUTRAL] 928
[CUSTOMER][NEUTRAL] 93.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I have you here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And mailing is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And your email address that you have on file?
[CUSTOMER][NEUTRAL] My address is should be my full name [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And hold on one moment, let me pull up your dental benefits.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, here we go.
[AGENT][NEUTRAL] OK, so the policy is on the Carrington PPO network.
[AGENT][NEUTRAL] Your provider should be able to tell you if they're a Carrington provider or not, but I can give you the phone.
[CUSTOMER][NEUTRAL] They said they are too.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] They told me they were uh they told me they were Carrington, uh, they're part of the network, but but they're new to it and weren't sure what plans are.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] They, they're able to take.
[AGENT][NEUTRAL] Yeah, so they should not have had you call, uh, they should have called us to verify the benefits then. If they're caring to providers and they know that, then they're in network. Um, what they need to do now is verify the benefits and see what your coverage is. Um, I would say is there a way we can either call them on three-way or if you want to give them our phone number to call and verify, but that's, that's all that they're saying. They know they're caring to him, but they're new to it.
[CUSTOMER][NEUTRAL] You want me to
[CUSTOMER][NEUTRAL] I'm here at at the place. I is it OK to just give the phone over?
[AGENT][NEUTRAL] Oh, I can speak to somebody if you want me to. Sure.
[CUSTOMER][POSITIVE] Sure, sure, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Let me just, yeah, try real quick.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] That's wonderful.
[CUSTOMER][NEUTRAL] Give me
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I don't even see it.
[CUSTOMER][NEUTRAL] You know
[CUSTOMER][NEUTRAL] It's on the treatment plan though.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I think I just call you the second, OK, so wait a minute.
[CUSTOMER][NEUTRAL] Let's see if it was paid.
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][NEUTRAL] Oh, I have it at number 7. I know what it'll be because I don't see it here.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I have to do it. Mhm, add it to this first, but yeah.
[CUSTOMER][POSITIVE] Yeah, so I can make sure that everything matches.
[CUSTOMER][NEUTRAL] OK. Um. Hello. I have, I have two patients that I need to check on. I, I can't, I can't talk to them right now. Can you talk to this patient for me? You can come around here. Mhm.
[AGENT][NEUTRAL] Yes, I'm here.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hi, this is American Public Life, um,
[CUSTOMER][POSITIVE] And mom's gonna take care of everything when she comes in she's off the home.
[AGENT][NEUTRAL] Mr. [PII] stated that he was directed to call us because you all are Carrington providers, but you are new to it. So is it that you're needing to verify benefits or what is it that you all need?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think
[CUSTOMER][NEUTRAL] Uh, we wanted to verify that we're in network, uh, with the with that particular plan.
[AGENT][NEUTRAL] OK, um, so we don't have access to Carrington's list of providers. I can give you their phone number. They usually ask for like the MPI, I believe, um, and other specifics so that they can see if you are in network. I can give you that number, um, but just for his policy, whether you are in network with Carrington PPO or not, the benefits are still the same. Did you need a copy of the fax back faxed over?
[CUSTOMER][POSITIVE] Sounds cool.
[CUSTOMER][NEUTRAL] So no, yeah.
[AGENT][NEUTRAL] As well?
[CUSTOMER][POSITIVE] Uh, yes, that would be great.
[AGENT][NEUTRAL] OK, and what's a good fax number for you?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And who should I put the attention to?
[AGENT][NEUTRAL] Or do I need one?
[CUSTOMER][NEUTRAL] Um, no, you don't need one.
[AGENT][NEUTRAL] OK, um, so that was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and then did you need the number to Carrington to see if you all are in network with them?
[CUSTOMER][NEUTRAL] Uh yes, please.
[AGENT][NEUTRAL] OK, let me know when you're ready.
[CUSTOMER][NEUTRAL] Just a second.
[AGENT][POSITIVE] Mhm. Take your time.
[CUSTOMER][NEUTRAL] OK, what is that number?
[AGENT][NEUTRAL] OK, so it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, very good.
[AGENT][POSITIVE] Alrighty, and may I have your name just for my notes? You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII], OK, and I'm [PII]. Thank you, [PII].
[CUSTOMER][POSITIVE] Not a problem. Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hey, so, um, I gave her the number to Carrington so that they can check and see if they're in-network, but I'll let her know whether they are in-network or not. Your benefits are still the same. So I'm gonna fax them over a copy of your benefits so that they can, um, it tells like all the percentages and, you know, everything, so that if they need to make any estimates or anything, they'll have all the codes that are covered on your policy here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alrighty, well,
[CUSTOMER][NEUTRAL] And I think I had a plan or question.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Sorry, 11, you said it was part of the PPO, right?
[AGENT][NEUTRAL] No, you're fine.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] On this card, the insurance card, it says the plan is a group voluntary d. Is that any different or is the same thing?
[AGENT][NEUTRAL] I mean, the policy itself is a group voluntary because it's coming, the group is your employer. So that's just saying that it's a policy through your employer, but the, the policy participates in the Carrington PPO network.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] OK, OK, thank you now. Thank you.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] No, that's everything. I appreciate it.
[AGENT][POSITIVE] You're very welcome. Well, thanks so much for calling [PII]. I hope you have a good day.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] OK.