AccountId: 011433970860
ContactId: afee5a10-b6b3-4c53-86f7-119e5b1d543f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 359290 ms
Total Talk Time (AGENT): 138414 ms
Total Talk Time (CUSTOMER): 164766 ms
Interruptions: 4
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/afee5a10-b6b3-4c53-86f7-119e5b1d543f_20250402T17:14_UTC.wav
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[AGENT][NEUTRAL] APL calling you. How may I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Excuse me, sorry. Hi, this is [PII] calling from Carrington. I'm just transferring a provider who wants to see if this member has out of network benefits.
[AGENT][NEUTRAL] OK, your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Spell it for me.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] instead of [PII], got it. And do you have a policy number, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, yes, it's gonna be.
[CUSTOMER][NEUTRAL] It's gonna be 502484054.
[CUSTOMER][NEUTRAL] For [PII].
[AGENT][NEUTRAL] What's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Oh no, I'm not the provider. I had to that um just warm transferring her to get it to the right department.
[AGENT][NEUTRAL] I know it, but I need your phone number in case we're disconnected.
[CUSTOMER][NEUTRAL] Oh, our phone number, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I would say.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I'm sorry, let me get that phone number real quick.
[AGENT][NEUTRAL] And you said that you're calling on behalf of Carrington?
[CUSTOMER][NEUTRAL] Correct, yeah, we don't handle these plans.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you said that the
[AGENT][NEUTRAL] Policy holders wanting to get benefit information?
[CUSTOMER][NEUTRAL] The provider. She's wanting to see if there's out of network benefits for this member.
[AGENT][NEUTRAL] OK, can you, OK, so if you're with Carrington, can you confirm if they're par with your network? Don't you have a provider network?
[CUSTOMER][NEUTRAL] No, they're, they're out of network, but we don't confirm the benefits.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, OK, I'm ready for the call, [PII].
[CUSTOMER][NEUTRAL] here she goes.
[AGENT][NEUTRAL] This is [PII] with American Public Life Insurance Company. Can I get your name, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII]? OK. And you're calling on behalf of the dental office?
[CUSTOMER][NEUTRAL] I am [PII].
[AGENT][NEUTRAL] OK, OK, so she's provided the policy number. Can you verify patient's name and date of birth for me?
[CUSTOMER][NEUTRAL] His name is [PII]. His birthday is [PII].
[AGENT][NEUTRAL] OK. And are you calling to get benefits or?
[CUSTOMER][NEUTRAL] He asked, he's planning to come see us and he wanted to know if he would be covered under his insurance at our office and I said we are not participating and I don't know if you have out of out of.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Out of network, yeah.
[CUSTOMER][NEUTRAL] You know, it
[CUSTOMER][POSITIVE] No, yeah, there you go. Thank you.
[AGENT][NEUTRAL] Yeah, so of course Carrington is the, the, uh.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Network of contracted providers and in speaking with [PII], the young lady that transferred us, she said that your office is not par with Carrington, um, and so although this policy does not have an outpatient benefit a benefit could still be provided, uh, I think less the discount if you were contracted with Carrington, so a benefit can still be provided.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So I can bill a claim I can send a claim in and they'll pay something. OK, so he can come here.
[AGENT][POSITIVE] Yes you can.
[AGENT][NEUTRAL] Well, it's gonna depend on what the service is for. What's the service for? Is it basic, preventive, major?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh yeah, let's see, he's coming in for cleaning and exam and probably X-rays.
[AGENT][NEUTRAL] OK, all right, so do you want me to fax you the schedule of benefits?
[CUSTOMER][NEUTRAL] Oh wow, that can you email it because he took away my fax machine.
[AGENT][NEUTRAL] Sure, what's your email?
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] I'm gonna repeat that back to you.
[AGENT][NEUTRAL] Are you saying [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] ER
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm sorry. [PII], you're cutting in and out on that first word.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh, OK, let's see, maybe I can.
[CUSTOMER][NEUTRAL] Do this.
[CUSTOMER][NEUTRAL] Does this make it better? OK.
[AGENT][NEUTRAL] That, yeah, you're fine.
[CUSTOMER][NEUTRAL] OK, so [PII]
[CUSTOMER][NEUTRAL] Yeah, [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and if you don't mind, let me repeat it back just to make sure I have it correct. [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then [PII]. OK, so we can get this over to you within the next 2 to 2 to 5 minutes.
[CUSTOMER][POSITIVE] Yes, yep.
[AGENT][NEUTRAL] Um, I don't show any history for this year.
[CUSTOMER][POSITIVE] Oh, wonderful. OK.
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Wonderful.
[AGENT][POSITIVE] Alrighty, anything else before we get you're welcome. Any other questions?
[CUSTOMER][POSITIVE] OK, made progress thank you for your help.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] No, that's it. I just want to know if you could come. Thank you very much.
[AGENT][POSITIVE] Alright [PII], thanks for calling APO. Have a good day. You're welcome.
[CUSTOMER][NEUTRAL] Yeah, bye.