AccountId: 011433970860
ContactId: 883df255-5e77-4366-a775-02a924fa87c7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 820630 ms
Total Talk Time (AGENT): 150373 ms
Total Talk Time (CUSTOMER): 96391 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=-2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/883df255-5e77-4366-a775-02a924fa87c7_20250103T14:42_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], uh, my name is [PII], and I'm calling from a dental office, um, getting, um, eligibility and benefits, um, for a patient.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, well, I'll be more than happy to help you with the eligibility and benefits, and [PII], may I have a good contact number in case we're disconnected and then the policy number?
[CUSTOMER][NEUTRAL] Sure, [PII]. There's no extension.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the policy number whenever you're ready.
[CUSTOMER][NEUTRAL] OK policy number is 025763883.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Do you guys offer fax packs?
[AGENT][POSITIVE] Yes, we do.
[CUSTOMER][NEUTRAL] OK, is it on your fax back, do you have the frequencies and the history on them?
[AGENT][NEUTRAL] Um, yes, I'll pull it up for you and let you know. Um, can you verify the member's first and last name and date of birth, and then I'll be able to get in there and see what type of policy he has.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK, well this is for his he's I guess his wife is covered under him, so it's for [PII].
[CUSTOMER][NEUTRAL] That's the patient that's in the office today?
[AGENT][NEUTRAL] Can you
[CUSTOMER][NEUTRAL] And her birthday is [PII] if you needed that.
[AGENT][NEUTRAL] What's the what's the policyholder's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Do you have his date of birth?
[CUSTOMER][NEUTRAL] Um, I can get it. Give me one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So,
[AGENT][NEUTRAL] Do you mind if I place you on just a brief hold?
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh, snap.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you so much for holding. I apologize for that long wait. So I'm speaking with um my team leads. So we see where their employer is trying to add the spouse, um, our customer service team is, yeah, it's not, it is, but it's not. So our customer service is checking with the employer now, so that's what's taking so long, so it should be just a few more moments, OK?
[CUSTOMER][NEUTRAL] But they're not on there yet.
[CUSTOMER][POSITIVE] OK, no worries.
[AGENT][NEUTRAL] OK, I just didn't want you to think I forgot about you. I'm still here. OK. Thank you for holding.
[CUSTOMER][POSITIVE] No, no worries
[CUSTOMER][NEUTRAL] OK, all right.
[CUSTOMER][NEUTRAL] Mm mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you and uh.
[AGENT][NEUTRAL] OK, hello [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right. Thank you again for holding. So, Mrs. [PII] is covered um as of [PII].
[AGENT][NEUTRAL] And then um on the fax back, yes, you'll see the calendar year max, the deductible, the percentages, all the frequencies, exclusions, how to file a claim, and then there's a list of covered codes and if the code you're looking for is not on this list, then it wouldn't be covered by this policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so cold specific.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so AP um, American Public Life, that's the insurance company and Carranine Solutions simplified, it is the, the group name.
[AGENT][NEUTRAL] Well, no, the group name, hold on, let me get the group name for you.
[AGENT][NEUTRAL] And of course, my system would stop on me. Hold on one second, I'm so sorry.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm gonna do it in another screen.
[AGENT][NEUTRAL] OK, so the employer, I'm sorry, the group name is TRC Staffing Services.
[CUSTOMER][NEUTRAL] Uh seat staffing.
[CUSTOMER][NEUTRAL] Services.
[CUSTOMER][NEUTRAL] OK, so the, the name overall is the American Public Life.
[AGENT][POSITIVE] Mhm, that's correct.
[CUSTOMER][NEUTRAL] OK, I just wanna make sure I got it right when I input it into the system.
[AGENT][NEUTRAL] And then, um, [PII], what's a good fax number to send the fax back to you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] So [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And um would you like me to put attention, [PII]?
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[AGENT][NEUTRAL] Alright, so I just sent the fax over to you. And was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that was all.
[AGENT][POSITIVE] Alright, well, thank you so much for calling APL [PII]. I hope you have a great weekend and [PII].
[CUSTOMER][POSITIVE] You too thank you so much.
[AGENT][POSITIVE] You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.