AccountId: 011433970860
ContactId: b2a75a24-7070-4cfe-8e6e-4ad358b26521
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 257220 ms
Total Talk Time (AGENT): 102373 ms
Total Talk Time (CUSTOMER): 99620 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/b2a75a24-7070-4cfe-8e6e-4ad358b26521_20250429T18:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from [PII], uh, Top Choice Dental, and I'm trying to get verification, uh, eligibility and benefit information for a member, please.
[AGENT][POSITIVE] Sure, yeah, I could take eligibility and benefits for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Absolutely, telephone number is [PII] and that's a direct line.
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Uh, policy number, I do. Just a moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, and I'm assuming that's gonna be the employee ID number.
[AGENT][NEUTRAL] Um, we can try to see if that's the same.
[CUSTOMER][NEUTRAL] I've got
[CUSTOMER][NEUTRAL] OK, I have 4 excuse me, D as in Delta 42,029,070.
[AGENT][NEUTRAL] OK, so that is not one of our policy numbers [PII], um, do you maybe have their social I could search for them that way?
[CUSTOMER][NEUTRAL] Uh, I can probably get it. Hold on just a second for me.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] You're gonna hear me. You're gonna hear me talking, but I'm gonna be talking to the member, so just bear with me because I'm carrying.
[AGENT][POSITIVE] OK, no worries.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] You're, you're in my, you're in my ear.
[AGENT][NEUTRAL] You're fine.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Can you do me a favor?
[CUSTOMER][NEUTRAL] Write your social on that.
[CUSTOMER][NEUTRAL] I'm on the phone with insurance now.
[CUSTOMER][NEUTRAL] And the ID number that I gave them, they said it was not in their system, so, but.
[CUSTOMER][NEUTRAL] We're we're working on it right, try this number.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, one moment please.
[AGENT][NEUTRAL] Uh, what was the name for this number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Do you have her date of birth?
[CUSTOMER][NEUTRAL] I have [PII].
[AGENT][POSITIVE] Perfect. OK, so I did and this was for dental, correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Yes, OK, so I did find that policy, um, just to clear up any confusion if she's confused as to why, um, that policy number that you gave me, I believe that is through 90 degree benefits. Um, most of their policies, they are part of a multi plan, so this is where her dental is is with us, and it's a different policy number and I can give you that whenever you're ready.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, that is 02.
[AGENT][NEUTRAL] 45.
[AGENT][NEUTRAL] 5930.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and so, um, it is active. Effective date was [PII], and if you would like I can send you a fax back that shows all of the coverage procedures and benefit information.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That would be wonderful.
[AGENT][POSITIVE] OK awesome what was that fax number for you?
[CUSTOMER][NEUTRAL] Telephone or fax number is [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, I'm gonna read that back to make sure I heard that correctly. That was [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Alright, I will go ahead and get that sent to you. Uh, should get it within about 10 minutes or so. Did you have any other questions for me?
[CUSTOMER][POSITIVE] Fantastic.
[CUSTOMER][NEUTRAL] Uh, just, just one real quick just so that, uh, I know for certain this is a standard PPO plan, correct?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yes, this participates in the uh Carrington PPO network.
[CUSTOMER][NEUTRAL] Alright, and do you know what, uh, fee schedule it's using?
[AGENT][NEUTRAL] Um, all I know is that it's, it's uh Carrington PPO.
[CUSTOMER][POSITIVE] OK, then that's, that's good enough. Thank you so much. I really appreciate your help today.
[AGENT][POSITIVE] All right thank you of course have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye