AccountId: 011433970860
ContactId: a00856c3-73b4-4747-9d67-04834e2f4c9b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 272179 ms
Total Talk Time (AGENT): 124882 ms
Total Talk Time (CUSTOMER): 71099 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/a00856c3-73b4-4747-9d67-04834e2f4c9b_20250210T21:29_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Twin Lake Dentistry, um, just to see if we are in network with the patient's plan.
[AGENT][NEUTRAL] OK, [PII], you're only needing network information. You do not need a fax back of benefits.
[CUSTOMER][POSITIVE] Um, I would, yeah, I'll take a fax back too as well. Thank you.
[AGENT][POSITIVE] OK, yes, I can help you with that. And what is your callback number, please?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number, please, [PII]?
[CUSTOMER][NEUTRAL] Um, absolutely, let's see, policy number is 02595017.
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[AGENT][NEUTRAL] And [PII], 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 date of birth?
[CUSTOMER][NEUTRAL] It is um [PII], it's [PII] and then [PII], and date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] So I do show that he is the subscriber on this policy and this policy is active with an effective date of [PII], I'm sorry, let me start over with that effective date [PII].
[AGENT][NEUTRAL] And this plan participates in the Carrington network.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] However, it is not required that they use a provider within that network.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And if you need the phone number for Carrington, I can also provide you that. But if you'll give me just a moment, I'm gonna pull up the fax back so that I can send that to you.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] That'd be great thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And will the facts need to be put to your attention or is that not necessary?
[CUSTOMER][NEUTRAL] Not, not necessary.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is your fax number, please, [PII]?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. I'm just gonna repeat that back to you. [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, so I have just sent that to you and on there, anything that's not listed, [PII] means it would not be covered under the member's plan.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then also we do have a portal here at APL that once the claim has been processed, you should be able to set up your profile and have access to the EOB for APL.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, yes, yeah, I saw, I saw that when I went online, yeah, alright, I saw that I was able to do that once we've got a once we process the claim, yeah.
[AGENT][NEUTRAL] You already have that? The secured that in public?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, OK, good deal. Well, I have just sent that to you so provided there's not any technical mishaps you should be getting that within just the next few minutes.
[CUSTOMER][NEUTRAL] OK perfect and then so um if doctor is in network with Carrington then we are in network with the plan, is that correct?
[AGENT][NEUTRAL] Yeah, this plan participates in the Carrington PPO network, but they are just not required to use the Carrington provider.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] Got it OK wonderful thank you so much for all of your help.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right. Well, you are certainly very welcome. So if that's all I can help you with, and thank you again for calling APL and I hope you have a nice evening, [PII].
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Uh, you're welcome. Bye-bye