AccountId: 011433970860
ContactId: 9fb2e93b-43eb-4990-93bf-cf0fa42981c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 298250 ms
Total Talk Time (AGENT): 153777 ms
Total Talk Time (CUSTOMER): 50161 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/9fb2e93b-43eb-4990-93bf-cf0fa42981c1_20250624T16:44_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 provider's office in regards to benefits and eligibility.
[AGENT][NEUTRAL] OK, [PII], you're needing benefits and eligibility for member, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Yes, ma'am. I can help you with those things. And what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number, please?
[CUSTOMER][NEUTRAL] It is 02576311.
[AGENT][NEUTRAL] OK, thank you. One moment, that's [PII], while I get the member's information pulled up please.
[AGENT][NEUTRAL] Uh, this is on a dental policy.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so on our dental policies, [PII], we have fax backs of the member's benefits that I will send to you that will have all of their benefit information on it, OK?
[CUSTOMER][NEUTRAL] OK, is this like a regular PPO plan or?
[AGENT][NEUTRAL] OK, give me just a moment to get uh the member's information pulled up.
[AGENT][NEUTRAL] OK, and any information that I do provide for you will be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] It's [PII] and the date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so I do show that she is the subscriber on this policy and it is active with an effective date of 12-16-2024.
[AGENT][NEUTRAL] And there is no history on file at this time for her?
[AGENT][NEUTRAL] And this plan participates in the Carrington PPO network. however, they are not required to use a network provider, and that information is also on the fax back.
[CUSTOMER][NEUTRAL] OK, so it's like a a plan it's not like a discount plan, correct?
[AGENT][NEUTRAL] Again, yes, this plan participates with the Carrington PPO network, but they're not required to use a network provider.
[CUSTOMER][NEUTRAL] OK, and does that follow the Carrington fee schedule or?
[AGENT][POSITIVE] It does, yes.
[CUSTOMER][NEUTRAL] OK, and you said you would send everything is there like a waiting period or missing tooth cloths, all of that on the fax?
[AGENT][NEGATIVE] Oh dear.
[AGENT][NEUTRAL] All of it. It is, yes, ma'am, and on claims mailing address, all covered codes are, are on the fax back for this policy.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so give me
[CUSTOMER][NEUTRAL] Um, did you want my fax number?
[AGENT][NEUTRAL] I do. Does it need to be put to your attention, [PII], or is that not necessary?
[CUSTOMER][NEUTRAL] No, it's not necessary.
[AGENT][NEUTRAL] OK, and what is a good fax number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] It's still loading.
[AGENT][NEUTRAL] And I'm just gonna repeat the fax number back to you to make sure I heard you correctly. [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so I have just sent that to you, [PII]. So, um, [PII], I'm looking at her name and called you [PII]. I'm sorry, [PII], that has been sent to you, so you should be receiving that very soon, um, and just uh one more thing, if you will end up filing a claim with us for her once the claim's been processed by APO we do have a portal that you should be able to check her claim status in and the website for our portal is located at [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] All right. Well, you're very welcome. So is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] No ma'am, that was all thank you for your help.
[AGENT][POSITIVE] Yes ma'am, you're welcome and thank you for calling APL. I hope you have a nice afternoon.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.