AccountId: 011433970860
ContactId: 77c330d1-efd0-4f22-ab56-0c16d9ff4457
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 439329 ms
Total Talk Time (AGENT): 138654 ms
Total Talk Time (CUSTOMER): 107780 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/77c330d1-efd0-4f22-ab56-0c16d9ff4457_20250123T21:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good day. This is [PII] and I'm calling from Clean Orthodontics and would like to check orthodontic benefits for patient, please.
[AGENT][POSITIVE] I'm happy to check on benefits for you, [PII]. Do you have their policy number?
[CUSTOMER][NEUTRAL] Member ID 425.
[CUSTOMER][NEUTRAL] 752-867.
[AGENT][NEUTRAL] Let me uh pull that up here. Give me one moment.
[AGENT][NEUTRAL] That's unfortunately not one of our policy numbers. Do you have the member's name or social?
[CUSTOMER][NEUTRAL] Uh, I don't have this, uh, my name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Can you spell the last name, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] spelled as [PII].
[AGENT][NEUTRAL] All right, I apologize. I got [PII], but the phone was cutting out when you were spelling the last name. I'll need you to spell it again.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you for that.
[AGENT][NEUTRAL] May I have the patient's date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Thank you. All right. So the patient does have an active plan with us. The effective date if you need that is [PII].
[AGENT][NEUTRAL] Patient's plan does not cover any sort of orthodontic treatment.
[CUSTOMER][NEUTRAL] So this is an active plan orthodont coverage. Am I correct?
[AGENT][NEUTRAL] Active plan, correct, no orthodontic coverage.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And can you please verify, is it the correct member ID, the one that I that I provided you earlier?
[AGENT][NEUTRAL] No, it is not. Would you like the uh member's policy number?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That would be 02573789.
[CUSTOMER][NEUTRAL] Uh my policy, policy number.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, can you please verify if the provider is in or out of network?
[AGENT][NEUTRAL] There's no network required for usage of the plan. The policy does participate in the Carrington PPO network.
[CUSTOMER][NEUTRAL] Carrington, PBO.
[CUSTOMER][NEUTRAL] All right. Can I have the group number?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] I'm sorry, what was that again?
[CUSTOMER][NEUTRAL] Card number.
[AGENT][NEUTRAL] The reference number is that what you were saying the phone's cutting out?
[CUSTOMER][NEUTRAL] Number.
[AGENT][NEUTRAL] I can't hear what you're saying, [PII]. I'm sorry. What number?
[CUSTOMER][NEUTRAL] Can I have the group number?
[AGENT][NEUTRAL] Group number one moment.
[AGENT][NEUTRAL] 70054.
[CUSTOMER][NEUTRAL] 70054.
[CUSTOMER][NEUTRAL] May I have the payer ID and the claims address?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Payer ID is 60801.
[CUSTOMER][NEUTRAL] 60
[CUSTOMER][NEUTRAL] 0801. And the claim's address?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] In [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] May I have the group name?
[AGENT][POSITIVE] Innovative staff solutions.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] And can I ask a favor if you can send me a fax back for this patient?
[AGENT][POSITIVE] Yeah we can definitely send that. What's a good fax number?
[CUSTOMER][NEUTRAL] 855
[CUSTOMER][NEUTRAL] 386.
[CUSTOMER][NEUTRAL] 682 1.
[AGENT][NEUTRAL] That was [PII].
[CUSTOMER][NEUTRAL] 855.
[CUSTOMER][NEUTRAL] 386-6821.
[AGENT][NEUTRAL] 8553866821
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Alright, so I'm sending that should be there in about 5 minutes. Is there anything else I can help you with here today?
[CUSTOMER][NEUTRAL] Can I have reference number?
[AGENT][NEUTRAL] The call reference is my name with my last initial, then today's date. My name again is [PII], that is spelled [PII] Last initial to my name is [PII] and then today's date.
[CUSTOMER][POSITIVE] Thank you and have a nice day.
[AGENT][NEUTRAL] You too, [PII].