AccountId: 011433970860
ContactId: 96728fe0-568a-4267-ba81-8c5e5950202d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 197660 ms
Total Talk Time (AGENT): 118690 ms
Total Talk Time (CUSTOMER): 71592 ms
Interruptions: 1
Overall Sentiment: AGENT=2.3, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/96728fe0-568a-4267-ba81-8c5e5950202d_20250127T20:13_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I'm calling from Nevada Dentistry and braces. I was calling to see if I can try to verify um coverage for a patient.
[AGENT][POSITIVE] Alright, Ms. [PII], I'll be glad to help you. Go ahead and give me a good policy number, please.
[CUSTOMER][NEUTRAL] Yes, of course. It's going to be 025699973.
[AGENT][POSITIVE] Alrighty, [PII], thank you so much for that information. Now, while I'm pulling this information up, go ahead and give me a good return telephone call number, please.
[CUSTOMER][NEUTRAL] Hello, I, I'm sorry, I think you may have cut off a little bit.
[AGENT][NEUTRAL] OK, I'm sorry. Go ahead and give me a good return telephone call number, please, ma'am.
[CUSTOMER][NEUTRAL] Oh yes, of course, the phone number is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, [PII], thank you so much for that information. Now your patient's name and date of birth today, please, ma'am?
[CUSTOMER][NEUTRAL] Yes, of course. It is [PII] and their date of birth is [PII].
[AGENT][NEUTRAL] Alrighty, thanks so much for all that information. Looks like she is the insured on this dental plan to show the original effective date as being [PII]. She is current and active, but excuse me, but I must advise that verification of coverage is not a guarantee of payment, but you did say you want the fax back a benefit. Is that correct, [PII]?
[CUSTOMER][NEUTRAL] Yes, please if I may.
[AGENT][POSITIVE] Yes, yes, ma'am. Give me a good fax number.
[CUSTOMER][NEUTRAL] Of course it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm gonna repeat that fax back [PII] to make sure I'm keying this in correctly. That's area code [PII].
[AGENT][NEUTRAL] [PII]. Was that the correct fax number?
[CUSTOMER][NEUTRAL] Yes, [PII], yes, of course, mhm.
[AGENT][NEUTRAL] Oh right, yes, ma'am, you should have this faxed back a benefit in just a couple of minutes. Now it is very detailed and what's covered and what's not. So if the procedure code is not on this fax back a benefit, it is not covered here at all, and the only thing that will not be on your fax will be the PPO network name. Let's see, they are going to be in the Carrington PPO network, OK?
[CUSTOMER][POSITIVE] Exactly.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Got you. Alrighty, thank you so much. And then I do have a question with the fax back also show if they have like any history within their insurance plan?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] No, ma'am, but I can pull that up right now. Let's see if they've used anything and they've not. She don't have any claims here at all. So as of today, she'll have that whole benefit available that's on the fax make a benefit, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You have
[CUSTOMER][POSITIVE] Perfect
[CUSTOMER][POSITIVE] Sounds great. I do appreciate your help. Have a great day.
[AGENT][POSITIVE] Yes, ma'am. Is that all I can help you with today?
[CUSTOMER][POSITIVE] Yes, that was everything thank you so much.
[AGENT][POSITIVE] OK, yes ma'am, and thanks for calling APO. You have a great rest of your day, [PII].
[CUSTOMER][POSITIVE] Thank you you as well bye bye.
[AGENT][POSITIVE] Thank you