AccountId: 011433970860
ContactId: 6c9d27d7-c697-4b03-a703-08f1101ac706
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 457850 ms
Total Talk Time (AGENT): 237411 ms
Total Talk Time (CUSTOMER): 117734 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/6c9d27d7-c697-4b03-a703-08f1101ac706_20250402T18:08_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm from Haslam Dental. Um, I'm checking to see if we are in network with you guys and then checking patient benefits if we are.
[AGENT][NEUTRAL] OK, so you're needing network information and benefit information, is that correct, [PII] for a member?
[CUSTOMER][NEUTRAL] Yeah, all right, so
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am. I can help you with that. Uh, [PII], what is your callback number, please?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number, please, [PII]?
[CUSTOMER][NEUTRAL] That is going to be 206-092-30.
[AGENT][NEUTRAL] OK, thank you, give me a moment please to get the member's information pulled up.
[AGENT][NEUTRAL] OK, give me that number one more time because you, I, I understood you did say 206-092-30. Is that correct?
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, now for American Public Life, that's not gonna be a valid policy number. Do you have a copy of the ID card?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Is it an ID number?
[AGENT][NEUTRAL] No, it would say policy it would say dental on the ID card.
[AGENT][NEUTRAL] And it will have either a policy certificate or certification number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But it would say dental on the member's ID card.
[CUSTOMER][NEUTRAL] OK, she did, they didn't give me a card. They just gave me these numbers. Do you mind if I try another number? I'm doing well thank you. It'd be 60801.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, that's our electronic payer ID number.
[AGENT][NEUTRAL] What is the, like, do you have the full social security number for the subscriber?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, they were just wanting to know if we were in network with you before they um scheduled an appointment. They did seem confused when I was like, you have a member ID? And then they gave you probably gave me just the group number.
[AGENT][NEUTRAL] OK, now,
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So what I can actually um
[AGENT][NEUTRAL] I can try and search by the name if it's not a very because I can't search by date of birth, [PII], but I can try by the name and unless it's a really common name and then that may cause an issue. But um I will certainly try first before you reach out to the member again. So what is the last name?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's gonna be [PII] and that's spelled [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the first name.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. One moment. And you did say last name is [PII] Is that correct?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Yes, yep.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] What state does he live in?
[CUSTOMER][NEUTRAL] I'm guessing I should take out my.
[CUSTOMER][NEUTRAL] [PII] I'm pretty sure.
[AGENT][NEUTRAL] OK, so I may have located a policy for this number. So first off, any information that again [PII] that I provide for you would be a verification of benefits and not a guarantee of payment. What is his date of birth?
[CUSTOMER][NEUTRAL] It is gonna be [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] B
[CUSTOMER][NEUTRAL] So uh very
[CUSTOMER][POSITIVE] Alright thank you
[AGENT][NEUTRAL] OK, so I have located a policy for him. So the correct policy number that you should have for the dental coverage is 260.
[AGENT][NEUTRAL] 9230.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK, you're welcome and he is a subscriber.
[CUSTOMER][NEUTRAL] What was that number again?
[AGENT][NEUTRAL] On this general Pao 2025.
[AGENT][NEUTRAL] And this plan uh participate in the Carrington PPO network. However, they are not required to use a provider within the network.
[AGENT][NEUTRAL] And then I do have a fax back of benefits that I can send to you and anything that is not on this fax back means it would not be covered, [PII], under his policy.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so give me, would you like for me to send that to you?
[CUSTOMER][POSITIVE] Yes, please, yes.
[AGENT][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] And you can put a 0 in front of that 2 at the beginning 02.
[AGENT][NEUTRAL] 609,230, but it's not required. It will be on the fax back though.
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEUTRAL] It sounds like maybe some numbers, there was an extra number added in anyway, it was just slightly off of from what you had initially.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And what is your fax number, please?
[CUSTOMER][NEUTRAL] That is gonna be [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And again, that is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes it is.
[AGENT][NEUTRAL] OK, so I have just sent that to you and then should you all end up filing a claim with us, uh, [PII], once the claim has been processed by APL, we do have a portal in which you should be able to check claim status and our portal website address is secured.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Alright, well, is there anything else that I could help you with this afternoon?
[CUSTOMER][NEUTRAL] Mm, nope, I think I should be good so they're not required to have someone in network, correct?
[AGENT][POSITIVE] That is correct. Mhm.
[CUSTOMER][POSITIVE] OK perfect then I should be good thank you for your help.
[AGENT][NEUTRAL] And anything not on the fax thing? Yes, ma'am? You're, you're welcome to get anything not on the fax that would not be covered.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK, alright, well you're certainly welcome. So again thank you for calling APL and I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][POSITIVE] You're welcome bye.