AccountId: 011433970860
ContactId: b10ad24d-7c34-4380-a9e7-354f706c531e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190820 ms
Total Talk Time (AGENT): 88689 ms
Total Talk Time (CUSTOMER): 74888 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/b10ad24d-7c34-4380-a9e7-354f706c531e_20250501T18:31_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] Hi, yes, [PII], my name is [PII], and I'm calling from Hearst Modern Dentistry, and I just need to find out if we're an in-network provider with y'all because I've never heard of your insurance.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the coverage and the network. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yeah, absolutely it is [PII].
[CUSTOMER][NEUTRAL] And the policy number he gave me is 02497809.
[AGENT][NEUTRAL] Thank you. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, his first name is [PII].
[CUSTOMER][NEUTRAL] So it's [PII] Last name is spelled [PII] Date of birth is [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.
[AGENT][NEUTRAL] Um, so this policy is on the Carrington PPO network. However, if your provider is not on the Carrington network, the benefits are still the same.
[AGENT][NEUTRAL] Um, did you need a copy of the fax back with the benefits and all the breakdown?
[CUSTOMER][NEUTRAL] Um, yeah, just so I can look at it and then, um, just ensure that we can accept the policy because I know we've had issues with Carrington in the past.
[AGENT][NEUTRAL] OK, um, so on the fax back you'll see the calendar year and deductible, the percentages, all the frequencies, um, the exclusions, all the ways to file a claim, again, if, if there's issues with Carrington, the benefits are still the same, um, whether you're a Carrington provider or not, and then there's a list of codes on here. If the codes you're looking for are not on this list, it wouldn't be covered by the policy.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got it OK perfect.
[AGENT][NEUTRAL] All right, and I did check to see if there was any history on file for you, but we have not um processed any claims for him yet.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] All right, and what's a good um fax number for you?
[CUSTOMER][NEUTRAL] Yeah, it is [PII].
[AGENT][NEUTRAL] And should I put attention, [PII]?
[CUSTOMER][POSITIVE] Yeah, that's totally fine.
[AGENT][NEUTRAL] OK, and it's [PII]?
[CUSTOMER][NEUTRAL] [PII], so [PII] mhm.
[AGENT][NEUTRAL] 6, OK.
[AGENT][POSITIVE] All right, so I will go ahead and send this over to you now. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] Nope, that is everything thank you so much.
[AGENT][POSITIVE] You're welcome. Well, thanks for calling APL. I hope you have a good day and a great weekend.
[CUSTOMER][POSITIVE] OK, thanks you too, bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.