AccountId: 011433970860
ContactId: 93511230-751b-4b70-8273-0d9cdfc2927d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204339 ms
Total Talk Time (AGENT): 95754 ms
Total Talk Time (CUSTOMER): 77916 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/93511230-751b-4b70-8273-0d9cdfc2927d_20250210T15:17_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] with Peculi Dental Care. I was just calling to verify eligibility and benefits for a patient.
[AGENT][NEUTRAL] OK, I can help you, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] It is 023 087006.
[AGENT][NEUTRAL] 70
[CUSTOMER][NEUTRAL] 706.
[AGENT][NEUTRAL] 6, OK.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] [PII]. Thank you.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII], and his date of birth is [PII].
[AGENT][POSITIVE] Thank you for that.
[AGENT][NEUTRAL] And would you like to schedule of benefits faxed over to you, [PII] [PII]?
[CUSTOMER][NEUTRAL] Uh yes, please.
[AGENT][NEUTRAL] OK, what's your fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So I'm showing this policy became effective [PII].
[AGENT][NEUTRAL] Currently active at this time.
[AGENT][NEUTRAL] And um.
[AGENT][NEUTRAL] So on the
[AGENT][NEUTRAL] Um, on the schedule of benefits it will include, you know, the calendar, your maximum deductible information frequencies, uh, common limitations exclusion, um, it'll list each procedure code that's covered under the plan, uh, it will provide the payer ID number, fax number and mailing address on the schedule as well.
[AGENT][NEUTRAL] Um, it covers preventive this policy covers preventive and basic only major is not covered, so you won't see any of those codes.
[AGENT][NEUTRAL] Um, listed, it includes, it's about 5 pages including the cover page and you should receive it within the next 5 to 7 minutes.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, thank you and then um can you tell me if we are in or out of network and what the schedule we would follow?
[AGENT][NEUTRAL] Yeah, so I'll tell you that the network of contracted dental providers is Carrington. I do not have a list of their providers, but are you familiar with Carrington?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, um, we utilize Carrington, um, I just wanted to see, so we would just follow the, would it just be the Carrington fee schedule then?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] So then he would be in network under that if we work with Carrington, is that how that works? OK, just wanna double check thank you. All right. OK, and you said that fax should be over? Perfect. OK. All right um well I believe that's all I needed then. Thank you.
[AGENT][POSITIVE] Correct, correct.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] And so this the schedule it's on its way already.
[AGENT][POSITIVE] Oh, you're welcome, [PII]. If no other questions, thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you you too bye.
[AGENT][NEUTRAL] Uh bye bye.