AccountId: 011433970860
ContactId: 94be4086-afd5-4f0a-8050-9f5447ecc450
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 346019 ms
Total Talk Time (AGENT): 162990 ms
Total Talk Time (CUSTOMER): 132810 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/94be4086-afd5-4f0a-8050-9f5447ecc450_20250107T16:26_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I was trying to get some um information about a patient's dental insurance.
[AGENT][NEUTRAL] OK, just need to look at uh uh benefits.
[CUSTOMER][NEUTRAL] Uh, yes, mhm.
[AGENT][NEUTRAL] OK, yeah, we can look at that. What was your name?
[CUSTOMER][NEUTRAL] Um, my name is [PII].
[AGENT][NEUTRAL] OK, and here, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII] option 2.
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] The policy number I do not have. I have her social though.
[AGENT][POSITIVE] OK, yeah, we can use that.
[CUSTOMER][NEUTRAL] OK, um, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] And what was the name for the insured?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have the date of birth?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, there we are. OK, um, so the policy is active. Effective date was [PII]. And before we go any further, did you want me to go ahead and give you that policy number?
[CUSTOMER][NEUTRAL] Um, really quick, you said [PII]?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Um, and yes, I'll take the policy number.
[AGENT][NEUTRAL] OK, it is 02551152.
[CUSTOMER][NEUTRAL] OK, 02551152?
[AGENT][NEUTRAL] That's correct, yes, OK, and let's see, so I can if you'd like I can send you a copy of the fax box that shows all covered procedures and benefit information.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, yes, please. Um, also, can you, can you tell if we're in network with her, um, insurance?
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] So this plan participates in the Carrington PPO network, so but it utilization of a provider in the Carrington network is not required, so I don't know if y'all might be in Carrington or not um I can give you their phone number if you're not sure and they can check for you, um, but again it's not required.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so that should be fine. It is PPO you said?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, yeah, she, she should be fine then.
[AGENT][NEUTRAL] OK, I see, and this was for [PII], correct?
[CUSTOMER][NEUTRAL] Um, yes, mhm.
[AGENT][NEUTRAL] OK, OK, alright, and uh what was that fax number for you here?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then would I just put this to your attention?
[CUSTOMER][NEUTRAL] Um, yes, mhm.
[AGENT][NEUTRAL] OK, would you mind spelling your name for me?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK, I was right the first time. I just wanted to make sure. Alright, I will get that sent to you. You never know. Alright, um, I'll get that sent to you. You should get it here in maybe 10-15 minutes depending on uh how busy your machine is. Was there anything else I could help you with? Any other questions?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, no, that was pretty much it actually. Um, I do actually really quick now I think about it, um, two questions, is there a group name on this at all?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Yes, give me just a moment, I'll get that for you.
[CUSTOMER][POSITIVE] OK, because I wanna make sure that when I put this in the system it comes up correctly, so I'm actually gonna check on that as I do this so you can go ahead with your name.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK it is management analysis and utilization Inc.
[CUSTOMER][NEUTRAL] OK, and is the group number on that 70056?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And this is just coverage for her and not a family.
[AGENT][NEUTRAL] Um, she does have others covered under this policy, let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's got her and then um 4 dependents.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And then I just wanna make sure so this um this specific insurance is American Public Life Insurance.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just wanna, OK, American Public Life.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh OK perfect um what's and what's the claims address for this?
[AGENT][NEUTRAL] Um, it is [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][POSITIVE] OK, perfect, thank you so much. That was all I needed.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Oh no, you're fine um that will all be on the fax back as well. We've also got a fax number and a payer ID, um, but anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Before I get to, OK, yeah, definitely, thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Um, no, that is it. Thank you so much.
[CUSTOMER][POSITIVE] OK, you too. Thank you. All right, bye bye.
[AGENT][POSITIVE] Alright thank you bye bye.