AccountId: 011433970860
ContactId: 873c75a2-31f4-4db2-8d0c-443a77cc010b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 408679 ms
Total Talk Time (AGENT): 189449 ms
Total Talk Time (CUSTOMER): 119272 ms
Interruptions: 4
Overall Sentiment: AGENT=1.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/873c75a2-31f4-4db2-8d0c-443a77cc010b_20250522T17:41_UTC.wav
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[AGENT][POSITIVE] Good. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling from a dental office. How are you today?
[AGENT][POSITIVE] I'm good [PII] how are you today?
[CUSTOMER][POSITIVE] Doing great thank you so much for asking um so we have a new patient, yeah we have a new patient who called and provided this phone number and said he had dental benefits through Carrington Solutions simplified through APL and then gave this phone number so I'm just trying to find out more about it, hoping you can help.
[AGENT][POSITIVE] Good. Well, how can I help you?
[AGENT][NEUTRAL] OK, so you it sounds like you're needing eligibility and then a fax back of the member's benefits.
[CUSTOMER][NEUTRAL] Yeah, if that's available.
[AGENT][POSITIVE] Yes, I can send you we have fax back on the different plans, so I'll be happy to send you that benefit information for the member. So first off, [PII], what is a good call back number for you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][POSITIVE] Wonderful.
[CUSTOMER][NEUTRAL] Of course it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And the member's policy number.
[CUSTOMER][NEUTRAL] Um, 70,030.
[AGENT][NEUTRAL] No, that's a group number.
[AGENT][NEUTRAL] There's another number on his ID card.
[CUSTOMER][NEUTRAL] OK, um, then all I have is a.
[CUSTOMER][NEUTRAL] Social is all that he was given to me.
[AGENT][NEUTRAL] OK, just a moment.
[AGENT][NEUTRAL] You have his full social?
[AGENT][NEUTRAL] Is that right?
[CUSTOMER][NEUTRAL] I believe so.
[AGENT][NEUTRAL] OK, and what is that?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Give me a moment to see if I can locate a member with that information.
[CUSTOMER][POSITIVE] OK great thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, and any information that I do provide for you today, [PII] will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so I do show that he is the subscriber on this plan and it is active with an effective date of [PII].
[AGENT][NEUTRAL] And as of now, [PII], we do not have any history.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] On file for him.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then what is a good fax number that I can send this information to on his plan?
[CUSTOMER][NEUTRAL] Sure it's yep it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, just one moment.
[AGENT][NEUTRAL] Does it need to have your name on it, [PII], or is that not necessary?
[CUSTOMER][NEUTRAL] It's not necessary. You can just send it. It's a secured fax line, so.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, let me pull this. One second.
[AGENT][NEUTRAL] OK, and again you said your fax number is [PII], is that correct?
[CUSTOMER][POSITIVE] You got yep.
[AGENT][NEUTRAL] Alright, well I have just sent that to you so um it'll take a few minutes to come through but it has been sent.
[AGENT][NEUTRAL] And then if you will end up filing a claim, [PII], um, with us for him once the claim has been processed, we do have a portal in which you should be able to check claim status and.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And the website that you would go to for that is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the policy number that you need to have for this plan is 02607395.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So yeah that that's like the subscriber ID I'm sorry I just.
[AGENT][NEUTRAL] Yeah, the other that first number was a group not correct. That's the policy number that we that you need to use. That's correct.
[CUSTOMER][NEUTRAL] Instead of using a social we would use that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] OK, OK, OK, and then um I just have.
[AGENT][NEUTRAL] All right. Well, is there anything else?
[CUSTOMER][NEUTRAL] Yeah, I just have one other question sorry I didn't mean to cut you off um like is there in or out of network benefit that we need to worry about or is it a no network involvement or how is that?
[AGENT][NEUTRAL] Oh no, you're.
[AGENT][NEUTRAL] This plan participates in the Carrington PPO network, however, they're not required to utilize the provider within the network.
[AGENT][NEUTRAL] But obviously, there would be a discount if it's a Carrington provider.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah and I don't believe we are in that network. Is there a way we could check or is that not something we can obtain from you?
[AGENT][NEUTRAL] I can't, but I can connect I can give you the phone, not from me, but I can connect you with Carrington and I can give you their phone number also.
[AGENT][NEUTRAL] But I could transfer you so their phone number is [PII].
[CUSTOMER][POSITIVE] OK, that would be great.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I will just call them you don't need to connect me. I'm gonna look at everything first and then I'll um go from there.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Oh, OK then. Well, is there anything else that I could help you with this afternoon?
[CUSTOMER][POSITIVE] I don't believe so. Thank you so much for your time.
[AGENT][POSITIVE] Well, you are very welcome and thank you again for calling APL. I hope you have a great afternoon.
[CUSTOMER][NEUTRAL] You do the same. Bye now.
[AGENT][POSITIVE] Yes, ma'am. Thank you. Bye bye.