AccountId: 011433970860
ContactId: 82004c31-4665-43bc-8170-8c36d2a20279
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 231039 ms
Total Talk Time (AGENT): 142501 ms
Total Talk Time (CUSTOMER): 80292 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/82004c31-4665-43bc-8170-8c36d2a20279_20250210T19:41_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi [PII]. This is [PII] in customer service. How are you?
[AGENT][POSITIVE] OK, I'm great. Memory, how about you today?
[CUSTOMER][POSITIVE] I'm good thank you. I have a provider's office on the line calling to verify benefits on a customer.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, let's see, policy number is 2582916.
[CUSTOMER][NEUTRAL] Caller's name is [PII].
[CUSTOMER][NEUTRAL] With Glendal Family Dentistry.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] And her callback number is [PII].
[AGENT][POSITIVE] Alrighty, [PII], go ahead and give me the provider. I'll be glad to help her. You have a great rest of your day.
[CUSTOMER][POSITIVE] You too, [PII]. Thank you.
[AGENT][POSITIVE] Yes ma'am, thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm. Bye-bye.
[AGENT][NEUTRAL] Yes, uh, do I have Ms. [PII] on my line?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Hey [PII], this is [PII] in the dental department. Uh, memory was saying that you were checking the, uh, benefits. Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alrighty, I do show that [PII]'s original effective date is [PII]. She is current and active, but I must advise that verification of coverage is not a guarantee of payment on the claim. But [PII], we do a fax back of benefit. It's going to tell you every code covered, how it is covered, and you'll get it in just a few minutes. So go ahead and give me a good fax number.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Alright, [PII], I'm gonna repeat that fax number back, make sure I'm keying this in correctly. That fax number is area code [PII]. Was that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Alrighty, like I said, you should have this faxed back a benefit in just a couple of minutes. So it is very detailed and what's covered and what's not. So if the procedure code is not on this fax, if it is not covered here at all, and the only thing that will not be on this fax will be the PPO network. Let's see, they are in Carrington PPO network, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, um, so is this an insurance plan because we're under the impression it was a discount plan.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Uh, it's not a discount plan, but now the max is only $500 payable per calendar year with no major coverage.
[AGENT][NEUTRAL] But it's not per se a discount plan, it is through their employer.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is there an employer you said?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh, got you. OK. Um, and on the fax, will it include the claim's address?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Yes ma'am, it sure will, but I'll be glad to give it to you now if you want it.
[CUSTOMER][NEUTRAL] Um, I'll go ahead and get it now.
[AGENT][NEUTRAL] Yes, ma'am. It is to American Public Life.
[AGENT][NEUTRAL] That is to [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And we are in [PII], [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And our zip is [PII].
[AGENT][NEUTRAL] And our zip is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, so I'll just wait on that um on that fax then, OK?
[AGENT][NEUTRAL] And it's
[AGENT][NEUTRAL] All right, yes, ma'am. Is that all that I can help answer for you today, [PII]?
[CUSTOMER][POSITIVE] Thank you have a great day.
[AGENT][POSITIVE] Yes, ma'am, you as well. Thanks for calling IPO. Bye-bye.
[CUSTOMER][NEUTRAL] OK bye bye.