AccountId: 011433970860
ContactId: 940934d0-b2ac-48bc-8eb0-8c1b4cc345a2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184289 ms
Total Talk Time (AGENT): 101659 ms
Total Talk Time (CUSTOMER): 49649 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/940934d0-b2ac-48bc-8eb0-8c1b4cc345a2_20250318T17:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Clear Lakes Dental. I'm just trying to get an eligibility breakdown for a member, a member.
[AGENT][NEUTRAL] OK, and [PII], what is your callback number please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, what is the policy number please?
[CUSTOMER][NEUTRAL] Is that just the patient's ID or?
[AGENT][NEUTRAL] Yes, it should be.
[CUSTOMER][NEUTRAL] It's um 000002596630.
[AGENT][NEUTRAL] OK, if you could repeat that without the proceeding zeros please.
[CUSTOMER][NEUTRAL] So no zeros?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] 2,596,630
[AGENT][NEUTRAL] Thank you, verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you very much for that verification process. I have them pulled up and you're calling for benefits for him and also [PII], I can send over a fax back as well, um, once I'm done with the verbal breakdown. Give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. This policy shows effective as of [PII], and it shows as active for the member.
[AGENT][NEUTRAL] Um, please note verification of benefits provided does not guarantee payment. The member has a $500 calendar year max for covered benefits with a $50 deductible.
[AGENT][NEUTRAL] This plan does participate in Carrington PPO. If you do not participate in Carrington PPO network, it will then follow UCR, and we do accept assignment of benefits to a non-participating provider.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And to date, he has not used anything out of the max or anything towards his deductible.
[AGENT][NEUTRAL] There's no history at all on file.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And did you have any questions for me, um, [PII]?
[CUSTOMER][NEUTRAL] Um, no, I, I was just wondering if I could get the information as well for his dependent.
[AGENT][NEUTRAL] OK, and if you could verify that, yes, the name and date of birth please.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, um, thank you, she has the same effective date of [PII]. Let me just check to see if everything has been used from that.
[AGENT][NEUTRAL] OK, nothing has been used or met for [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Sounds good.
[AGENT][NEUTRAL] OK, would you like a fax back?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK, may I have your fax number?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you very much and to repeat and confirm I have that as [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] I'll get that faxed over to you. Anything else I can assist you with, please?
[CUSTOMER][NEUTRAL] Uh, that's it.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day bye.
[CUSTOMER][POSITIVE] Thank you bye.