AccountId: 011433970860
ContactId: a694f777-072a-4210-9626-90f3897c194b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189300 ms
Total Talk Time (AGENT): 65332 ms
Total Talk Time (CUSTOMER): 62734 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/a694f777-072a-4210-9626-90f3897c194b_20250502T12:51_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. My name is [PII]. I'm calling from TrueCare Dentistry and uh I need the eligibility for uh this patient.
[AGENT][POSITIVE] OK, well, I can definitely help you with the eligibility and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. It is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Sure. It is 02346815.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Sure. Uh, the number is Xavion [PII] and the date of birth for Xavion is 8.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing that the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] OK. And anything uh has been used from the annual max or deductibles?
[AGENT][NEUTRAL] Um, hold on one moment.
[AGENT][NEUTRAL] For Xavion, no, he has not used any of the max or met the deductible.
[CUSTOMER][NEUTRAL] OK. And uh I also wanted to check if the provider is in network or not and what will be the fee schedule.
[AGENT][NEUTRAL] Um, hold on one moment let me pull up the facts back.
[AGENT][NEUTRAL] Alright, so this, um, this policy is not on the network. We do use the Carrington fee schedule.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, I didn't understand that. Uh, do you mean that provider is in network?
[AGENT][NEUTRAL] So there's no network, meaning there's no PPO network or that has a list of providers, so they can take this policy and go where they choose. There's no list of providers for this policy.
[CUSTOMER][NEUTRAL] OK, OK. I got it and uh.
[CUSTOMER][NEUTRAL] And uh Carrington will be the free schedule, right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] OK. So, yeah, that's all I wanted to know. Thank you so much, [PII]. And uh what will be the card reference number?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] OK. So, yeah, thank you so much again and have a good day.
[AGENT][POSITIVE] You're very welcome and thanks for calling APL. I hope you have a great day as well, [PII].
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.