AccountId: 011433970860
ContactId: 82684c88-af0e-42c9-b3ae-63abd42200a2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191080 ms
Total Talk Time (AGENT): 69680 ms
Total Talk Time (CUSTOMER): 81232 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/82684c88-af0e-42c9-b3ae-63abd42200a2_20250113T15:43_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes sir, I'm calling to um check eligibility and dental benefits for a patient please.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] Uh, my name is [PII]. I'm calling on behalf of Doctor [PII].
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] I have 02570016.
[AGENT][POSITIVE] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] Have [PII].
[AGENT][POSITIVE] Thank you, [PII], and you were just needing benefits.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I can help you with that. Do you want them over the phone or would you like a fax back?
[CUSTOMER][NEUTRAL] Um, a fax pack would be perfect. Can you tell me, will it include what the patient has used of their annual maximum or their maximum, um, things like missing tooth claws, waiting periods?
[CUSTOMER][POSITIVE] Oh that is good yeah yeah.
[AGENT][NEUTRAL] OK, I can give that to you and then I'll fax you the other.
[AGENT][NEUTRAL] Information. Um, the effective date was [PII]. Any benefits given over the phone is not a guarantee of payment.
[AGENT][NEUTRAL] Um,
[AGENT][NEGATIVE] They have not met the deductible used any of the maximum. I don't show that they have any history.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And did you say is there a waiting period or missing tooth claws?
[AGENT][NEUTRAL] But uh
[AGENT][NEUTRAL] No, ma'am, there's not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah there's and um.
[CUSTOMER][NEUTRAL] Will it have your mailing address and payer ID?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] On the
[CUSTOMER][NEUTRAL] OK, um, and are you ready for the fax number?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] OK, I'll fax it to you. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Yes, can I just confirm it is Carrington correct and it goes by the Carrington fee schedule that we are in network with.
[AGENT][NEUTRAL] The actual insurance is through APL, American Public Life Insurance. Carrington only does our network.
[CUSTOMER][NEUTRAL] So is it a Carrington fee schedule?
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] Right, you would charge by the Carrington fee schedule and we pay you by usual and customary rate.
[CUSTOMER][POSITIVE] OK, thank you so much you have a good day.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You as well.
[CUSTOMER][NEUTRAL] Uh huh bye bye.
[AGENT][NEUTRAL] Bye bye.