AccountId: 011433970860
ContactId: a09a4776-2b02-4473-b4bf-3ddfeb2f7a0f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192610 ms
Total Talk Time (AGENT): 75981 ms
Total Talk Time (CUSTOMER): 68398 ms
Interruptions: 1
Overall Sentiment: AGENT=2.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/a09a4776-2b02-4473-b4bf-3ddfeb2f7a0f_20250530T17:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from a provider's office. My name is [PII], and I'm calling to check eligibility.
[AGENT][NEUTRAL] OK, I could check eligibility for you. Um, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And do you have that policy number?
[CUSTOMER][NEUTRAL] Um, yes. It's 024.
[CUSTOMER][NEUTRAL] 32026.
[AGENT][NEUTRAL] OK and then what's the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Um, I'm not sure if she's a member, but the name is [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that. Uh, so this policy is active. I'm sorry?
[CUSTOMER][NEUTRAL] I think
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] So is this for dental or medical?
[AGENT][NEUTRAL] Yes, this is a dental policy.
[CUSTOMER][NEUTRAL] OK, are we in network with you guys?
[AGENT][NEUTRAL] So this policy it does not, uh, it participates in the Carrington PPO network uh but utilization of a provider within that network is not required we will still honor those claims.
[CUSTOMER][NEUTRAL] OK, um, so what's your guys' fee schedule?
[AGENT][NEUTRAL] It's just operates on the Carrington [PII].
[AGENT][NEUTRAL] I can send you a fax back if you'd like all of that information.
[CUSTOMER][NEUTRAL] What is it again I'm sir? Can, can, can you please?
[AGENT][NEUTRAL] Yeah you wanted me to.
[CUSTOMER][NEUTRAL] Whenever you're ready I'll give you the fax number.
[AGENT][POSITIVE] Yes, I'm ready when you are.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm gonna read that back to make sure I heard that correctly. That was [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alrighty, I'll go ahead and get that sent now. Uh, did you have any other questions for me?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah, what's the annual maximum?
[AGENT][NEUTRAL] Sure, of course I will let you know verification of coverage is not a guarantee of payment for claims. So for this policy, give me just a moment.
[CUSTOMER][NEUTRAL] Or if it's in the fax then it I should be fine.
[AGENT][NEUTRAL] It is in the fax um I will say that the calendar year maximum is $500. Per member.
[CUSTOMER][NEUTRAL] 5500.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. OK, so if it's in the fax, then it's OK.
[AGENT][POSITIVE] Yeah, definitely.
[AGENT][POSITIVE] All right, well you should be getting that soon. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too, thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.