AccountId: 011433970860
ContactId: 790402df-eaaa-4d6b-9e5a-f68c94bc8f6c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 236589 ms
Total Talk Time (AGENT): 98630 ms
Total Talk Time (CUSTOMER): 99993 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/790402df-eaaa-4d6b-9e5a-f68c94bc8f6c_20250225T14:37_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from a provider's office, and I just wanna double check um on benefits and eligibility and make sure that we are in network with the correct fee schedule with this plan.
[AGENT][NEUTRAL] OK, sure, I can assist you with eligibility and benefits and network information and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you're calling from which facility? What's the name my notation?
[CUSTOMER][NEUTRAL] Halfmoon oral surgery.
[AGENT][NEUTRAL] OK. Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Um, 02588327.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, perfect. Thank you.
[AGENT][NEUTRAL] Miss.
[AGENT][NEUTRAL] OK, let me look at the benefits really quick because I see this is one of our basic dental, basic dental doesn't cover any surgeries, um, but let me go ahead and check. Is this for surgery? Is it gonna be just regular?
[AGENT][NEUTRAL] Service.
[CUSTOMER][NEUTRAL] Well, um, he, I mean we are a special, specialist office, uh, oral surgeon, and it looks like.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] He is in a lot of pain and once IV sedation. Um, he's already on amoxicillin, you know, medicine has infection. So does it not cover extractions?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Not a surgical extraction, only a a simple extraction.
[CUSTOMER][NEUTRAL] The 7140 that's only only one it covers, OK, um.
[AGENT][NEUTRAL] Yes. Correct. Yes, and it will not cover sedation.
[CUSTOMER][NEUTRAL] OK, alright, what is, um this plan though is it are we in network though with it?
[AGENT][NEUTRAL] OK, with this one, there's no network if the provider participates with Carrington PPO they can use their fee schedule, but it is not required.
[CUSTOMER][NEUTRAL] Carrington PPO which I think.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Connection now uh now.
[CUSTOMER][NEUTRAL] I don't think we do anymore. I think we used to.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I have to double check, but this one you said doesn't have any um it only covers a simple OK alrighty well thank you.
[AGENT][NEUTRAL] Yeah, it's a basic dental. Mhm.
[CUSTOMER][NEUTRAL] All right, um thank you so much and then would it be under is it Health Choice or is it?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, it's gonna be APL, APL. The name is APL, American Public Life.
[CUSTOMER][NEUTRAL] Carrington.
[CUSTOMER][NEUTRAL] What's the name?
[CUSTOMER][NEUTRAL] What's 8?
[CUSTOMER][NEUTRAL] American Public Life, OK.
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][POSITIVE] All right thank you so much.
[AGENT][POSITIVE] You're welcome, Ms. [PII] and thank you for calling APL. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Um, can I have a reference number please?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's day. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] What was your name again? I'm sorry.
[AGENT][NEUTRAL] Sure. My name is [PII]'s [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much I appreciate it.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day.