AccountId: 011433970860
ContactId: a979c873-8778-44cb-b734-36393bbe3b31
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213940 ms
Total Talk Time (AGENT): 94500 ms
Total Talk Time (CUSTOMER): 83068 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/a979c873-8778-44cb-b734-36393bbe3b31_20250130T20:13_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII] and I'm with Aspen Dentals located here in [PII], and I was calling because I have a mutual patient. Uh, his name is [PII], and I was calling about his dental coverage.
[AGENT][NEUTRAL] OK, well, I can definitely help you with the dental benefits, and [PII], may I have a good contact number in case we're disconnected and the member's policy number?
[CUSTOMER][NEUTRAL] Uh, the member's policy is 02584857.
[AGENT][POSITIVE] And a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh, the phone number here to the office is [PII] option 2, and excuse me.
[CUSTOMER][NEUTRAL] You can ask for [PII].
[AGENT][NEUTRAL] OK. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] My first name is [PII] Last name is [PII], [PII]
[AGENT][POSITIVE] Thank you. Oh, and the date of birth, I'm sorry.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Um, it is [PII].
[AGENT][NEUTRAL] All right, and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing the policy is active, it's been effective since [PII]. And how may I assist you today with the benefit?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so can I get a fax copy or how would I file it? Is that the Ru Harrington?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well, the policy is on the Carrington PPO network, but the benefits are the same whether your provider is with Carrington or not. Um, I can definitely fax you the fax back. Um, it'll show you the calendar year max and deductible, all the percentages, any frequencies, exclusions, all three ways to file a claim, and then there's a list of covered codes and if the code you're looking for is not on this list, it wouldn't be covered by the policy.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] OK, that'll work. And do you know how many pages that is just, just out of curiosity like it sounds like there's a lot of information out here.
[AGENT][NEUTRAL] And he doesn't have any.
[AGENT][NEGATIVE] Oh, no, it's only 4 pages. Um, the, yeah, it's just 4 pages.
[CUSTOMER][NEUTRAL] Yeah, if you don't mind sending that to me I can give you the fax number here to the office.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, and what's that number?
[CUSTOMER][NEUTRAL] Um, it's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do I need to put attention, [PII]?
[CUSTOMER][POSITIVE] Yes, that'll be perfectly fine.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][POSITIVE] All right, so I just faxed that over to you. Um, you should be receiving that shortly. We just say give it an hour at the most, um, but if you don't receive it by the end of the day, um, just give us a call and we can definitely resend it for you.
[CUSTOMER][POSITIVE] Alright thank you ma'am.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that'll be fine.
[AGENT][POSITIVE] Alrighty, well, thank you so much for calling APL Marisa. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.