AccountId: 011433970860
ContactId: 9e412ed2-76d9-4407-85ca-13e9e8294ecb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 223100 ms
Total Talk Time (AGENT): 98747 ms
Total Talk Time (CUSTOMER): 94845 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/9e412ed2-76d9-4407-85ca-13e9e8294ecb_20250203T21:38_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling from Aspen Dental Overland Park. Um, I just have some questions on a patient's account.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the member's account, and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Um, that.
[CUSTOMER][NEUTRAL] Um, my policy number is 02563450.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Eventually so.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] First and last name is [PII] and then date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And what questions did you have today in reference to the policy?
[CUSTOMER][NEUTRAL] Um, let me.
[CUSTOMER][NEUTRAL] Um, are you able to tell me if our doctor's in network with this plan?
[AGENT][NEUTRAL] Um, hold on one moment, let me see what type of, so for this policy, well, to answer the question, no, we can't give the list of providers because Carrington is a different company. Um, it is on the Carrington PPO network, however, the benefits are the same whether your dentist is Carrington or not. Um, I can give you the number to Carrington, um, to see if you are a Carrington provider.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so just verify with them if we're in network.
[AGENT][NEUTRAL] Mhm. Um, I, I have the number for you, you already have it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, let me double check if it's the same one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I have [PII].
[CUSTOMER][NEUTRAL] OK, one second, you said 80,290?
[AGENT][NEUTRAL] Mhm. [PII].
[CUSTOMER][NEUTRAL] 3 OK and then are you able to tell me, um like a benefit breakdown like with some questions or do I have to ask them?
[AGENT][NEUTRAL] Um, well, we just have the fax back, so I can send you a copy of the fax back or um I can go over it over the phone with you. OK. And what's a good fax number for you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Yeah, that's fine.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that was [PII]?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, and do I need to put attention to Leah?
[CUSTOMER][POSITIVE] Um, if you want to, it doesn't matter. I get everything.
[AGENT][POSITIVE] OK, so I'm sending this to you now. Was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, do you know if there's a missing tooth clause on the plan, or is that gonna, um, reflect on the facts back?
[AGENT][NEGATIVE] It is on the fax back, but the policy does have a missing tooth cloth.
[CUSTOMER][NEUTRAL] OK, and then, um, for the claims address, do you guys go through Carrington's claim addresses?
[AGENT][NEUTRAL] No, um, our PO box, payer ID and fax information is on the fax back as well, but I can give it to you if you need it.
[CUSTOMER][POSITIVE] No, that's fine. It's OK if it's on there, then that's perfect. um, then I think that is all I need then from you. Thank you so much.
[AGENT][POSITIVE] You're very welcome. Well, thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you