AccountId: 011433970860
ContactId: a4b4b94d-ef8b-4cd7-ab56-4cfcf8f598dd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 298390 ms
Total Talk Time (AGENT): 138582 ms
Total Talk Time (CUSTOMER): 81675 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/a4b4b94d-ef8b-4cd7-ab56-4cfcf8f598dd_20250408T16:31_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling from Mile Square Park Family Dental in regards of a mutual patient.
[AGENT][NEUTRAL] OK, how can I help you?
[CUSTOMER][NEUTRAL] Um, so this patient has the, um, American Public Life Insurance. Um, I just need to know if it's like PPO.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] OK. I'll be glad to help you. Go ahead and give me your name and the member's policy number, please.
[CUSTOMER][NEUTRAL] My name is [PII]. The member is, um, is it the policy certification number?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, it's 02147862.
[AGENT][POSITIVE] Alright, [PII], thank you so much for all that information. Now while I'm pulling this up, go ahead and give me a good return telephone call number please, ma'am.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Alright, thank you so much for all that information, [PII]. Now your patient's name and date of birth.
[CUSTOMER][NEUTRAL] His name is [PII]. Date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, [PII], thank you for all that information. Looks like [PII] is the insured on this dental plan. Do show his original effective date is [PII]. He is current and active, but I must advise that verification of coverage is not a guarantee of payment on a claim, but you did say you want to know what network he's in, and do you need to pay back of the benefits today.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Yes, ma'am. This patient is in Carrington PPO Network. [PII], do you know if y'all are in network?
[CUSTOMER][NEUTRAL] Um, Carrington PPO.
[CUSTOMER][NEGATIVE] I don't think we're in network with that one.
[AGENT][NEUTRAL] You want me to give you [PII]'s phone number and you can call and make sure or not?
[CUSTOMER][NEUTRAL] Um, I'll just ask, um, my manager, but for now, can you give me his deductible and his maximum?
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Yes ma'am, and I can get you a backpack of benefit that's actually going to tell you every code coverage. You'll have it in just a couple of minutes if you want that as well.
[CUSTOMER][POSITIVE] Yes please.
[AGENT][POSITIVE] Yeah, give me a good thanks [PII].
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] I'm gonna repeat that fax to my back and make sure I'm keying this in correctly, [PII], that's area code [PII]. Was that correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] Alrighty, I'm gonna get this fax back sent over, but the maximum per calendar year under this plan is $500 per calendar year with a $50 deductible, just so you know that, OK?
[CUSTOMER][NEUTRAL] OK, um, has he used any of that?
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Give me just a moment. My computer is moving slow so bear with me a minute.
[AGENT][NEUTRAL] I think it's moving now. Let's see.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Ma'am, he's not used anything for this year at all.
[CUSTOMER][NEUTRAL] No, none, he hasn't used any.
[AGENT][NEUTRAL] Well, hm, oh, well, hang on, my computer is moving more now, bear with me. I don't know what's going on.
[AGENT][NEUTRAL] Oh yes, ma'am, he has. Looks like he has met $68 of, he has $500 but he has not met the deductible yet.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So he's used 68, OK.
[CUSTOMER][NEUTRAL] Yeah, sounds good so then I'll just wait for the um the fax.
[AGENT][POSITIVE] Yes, ma'am. I do see that it is trying to go through now. So is that all I can help you with?
[CUSTOMER][POSITIVE] That's it for now thank you so much.
[AGENT][POSITIVE] OK. Yes, ma'am [PII], and thank you for calling APO. You have a great rest of your day.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thank you, ma'am. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.