AccountId: 011433970860
ContactId: ac737d8d-d84f-47bd-98ea-9e87b0bc9a6e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186460 ms
Total Talk Time (AGENT): 77102 ms
Total Talk Time (CUSTOMER): 54597 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/ac737d8d-d84f-47bd-98ea-9e87b0bc9a6e_20250611T12:42_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] Hi [PII], my name is [PII]. I'm calling from True Dental. I was calling to try to verify coverage for a patient.
[AGENT][POSITIVE] OK, well I can definitely help you with the dental benefits, and can you repeat your first name for me, please?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Um, let's see, they gave us 0262.
[CUSTOMER][NEUTRAL] 1616
[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] Um, the policy holder is [PII] 83094, and then we're calling on, I think her spouse [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And his date of birth?
[CUSTOMER][NEUTRAL] Let me [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 the policy is active. It's been effective since [PII]. And um did you need a copy of the fax back or you have particular questions in reference to the coverage?
[CUSTOMER][NEUTRAL] Uh, yeah, faxfa would be great. And would it have your like claims address and all that on it as well?
[AGENT][NEUTRAL] Yes, hold on one moment. I'm getting ready to pull it up. Um, hold on one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so on the fax back you'll see the calendar year max, deductible, all the percentages, frequencies, exclusions, all three ways to file a claim, payer ID, address, and fax, um, and then you'll see a list of covered codes. If the code you're looking for is not on this list, then it wouldn't be covered by the policy.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, if not was not covered, OK, and then you guys use Carrington.
[AGENT][NEUTRAL] And I look to see if
[AGENT][NEUTRAL] Yes, it's on the Carrington PPO network.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, and what's a good fax number for you?
[CUSTOMER][NEUTRAL] OK, it's 877.
[CUSTOMER][NEUTRAL] 840
[CUSTOMER][NEUTRAL] 2558
[AGENT][NEUTRAL] And should I put attention [PII]?
[CUSTOMER][NEUTRAL] Yes, that's fine.
[AGENT][POSITIVE] All right, well, I will go ahead and send this over to you now. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Nope, that's it.
[AGENT][POSITIVE] Alrighty well thank you so much for calling [PII]. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.