AccountId: 011433970860
ContactId: 9c75b6a2-0266-458b-863a-3bc9d2764b0d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 604570 ms
Total Talk Time (AGENT): 181101 ms
Total Talk Time (CUSTOMER): 144159 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/9c75b6a2-0266-458b-863a-3bc9d2764b0d_20250128T17:22_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] Hey there [PII], this is [PII]. I'm calling from Boise Family Dental Care.
[AGENT][NEUTRAL] Hey, [PII], how are you doing today?
[CUSTOMER][NEUTRAL] I am good thanks. I have a patient who has this dental policy and I'm unfamiliar with it, so I was calling to see if I could get everything about it. Do you want his ID number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, um, 1st may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you for that. And then yes, may I have the policy number?
[CUSTOMER][NEUTRAL] Yes, um, 02584657.
[AGENT][NEUTRAL] Alright, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] uh [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing the policy is active. It's been effective since [PII].
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So the policy, um, well, did you need a copy of the fax back or you want to go over it over the phone?
[CUSTOMER][NEUTRAL] Um, yeah, if I could get a, a fax back of everything, would it have all of your information too like we don't have anyone, I don't think with Carrington, so it is you said APL when you answer the phone though, so is it?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So this policy is on the Carrington PPO network. However, if your provider is not a Carrington provider, the benefits are still the same. There's no like in or out of network benefits.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and then on
[CUSTOMER][NEUTRAL] And what is APL?
[AGENT][NEUTRAL] American Public Life is the insurance company.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Um, so the calendar year max and deductible will be on the fax back as long as long, I'm sorry, along with the percentages, the frequencies, all the exclusions, the three ways to file a claim, and then there's a list of covered codes. If the code you're looking for is not on this list, it wouldn't be covered by the um policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then let me see also, I don't think there is, but just to be on the safe side, go ahead.
[CUSTOMER][NEUTRAL] Is your, is the.
[CUSTOMER][NEUTRAL] Billing address and the payer ID number is all that on the fax as well.
[AGENT][NEUTRAL] Yes, all the ways to file a claim and I just um looked to see if there was any history, but there's no history just yet it either.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then um what would be a good a good fax number? I can really say contact number, sorry, a good fax number um to fax the fax back.
[CUSTOMER][NEUTRAL] Oh, yeah, no worries. It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do I need to put attention, [PII]?
[CUSTOMER][POSITIVE] Um, sure, thank you.
[AGENT][NEUTRAL] You're welcome, and it's [PII].
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, and then did you have any other questions about the fact that?
[CUSTOMER][POSITIVE] No, I think that'll be great thank you.
[AGENT][POSITIVE] Well, you're very welcome. So I'm faxing it over to you now. I'm getting ready to um type your number in. So you should be receiving that shortly. If it's not received by the end of day today, um, definitely give us a call and we'll be more than happy to resend it for you.
[CUSTOMER][NEUTRAL] OK, I won't. Is there any way I could get that in the next 15 minutes or?
[AGENT][NEUTRAL] Um, let me go. I'm sending it now. Hold on one second. Or did you want to go over something like are they there?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, no, um, he's just gonna be here at [PII] tomorrow morning, so I do wanna, we're only here till [PII], so I do wanna get it all in today for him before he gets here, and he wanted, um, me to give him a call back and verify that we got it all and it's ready to go.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I just hit send, um, so you should be receiving that shortly, the fax back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What if I just go right to the email instantly.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, American public life and.
[CUSTOMER][NEUTRAL] Carrington.
[CUSTOMER][NEUTRAL] Are you able to email it as well?
[AGENT][NEUTRAL] Um, let me see if we can email. Hold on one second.
[AGENT][NEUTRAL] OK, what's a good email?
[CUSTOMER][NEUTRAL] It's contact.
[CUSTOMER][NEUTRAL] At [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And can you spell the dentist, the [PII] part?
[CUSTOMER][NEUTRAL] Yeah, [PII] [PII] [PII] [PII] [PII] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And do you mind if I place you on just a brief hold while I send the email? You're welcome.
[CUSTOMER][POSITIVE] Thank you I appreciate it.
[CUSTOMER][NEUTRAL] Oh no, that, that's fine, thank you.
[AGENT][NEUTRAL] You're welcome. Hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] Wait, I don't think I saved it. Hold on.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh, you know what?
[AGENT][NEUTRAL] You get big. That's the word we're doing.
[AGENT][NEUTRAL] Let me try that again.
[AGENT][NEUTRAL] As well.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Hi there.
[AGENT][POSITIVE] Hey, thank you so much for holding. I apologize for that wait. Um, have you received the email?
[AGENT][NEUTRAL] It may be in your spam folder, but it's coming.
[CUSTOMER][POSITIVE] I am refreshing it now.
[AGENT][NEUTRAL] OK, it's [PII]ming from the care team.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK, OK, yeah
[AGENT][NEUTRAL] You got it?
[CUSTOMER][POSITIVE] Perfect, let me.
[CUSTOMER][POSITIVE] Yes, thank you so much I have it.
[AGENT][POSITIVE] You're very welcome. Well, thank you for calling APL. Was there anything else I can help you with?
[CUSTOMER][POSITIVE] Um, you're a great help. I really appreciate everything you did.
[AGENT][POSITIVE] Well, you're very welcome. I'm glad I could assist you and I hope you have a great day.
[CUSTOMER][POSITIVE] Thanks you too bye.
[AGENT][POSITIVE] Thank you. Bye-bye.