AccountId: 011433970860
ContactId: bd24d6b2-ff97-410f-b0fe-2d3819ae41d0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 334079 ms
Total Talk Time (AGENT): 137151 ms
Total Talk Time (CUSTOMER): 85812 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/bd24d6b2-ff97-410f-b0fe-2d3819ae41d0_20250528T14:32_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey this is [PII]. I'm calling to get dental benefits for a patient.
[AGENT][POSITIVE] OK, I can help you with benefits, [PII]. Can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh, it's [PII] option 2.
[AGENT][NEUTRAL] OK. And do you have the policy number?
[CUSTOMER][NEUTRAL] Um, it's 02619672.
[AGENT][NEUTRAL] One moment while I look that up for you.
[AGENT][NEUTRAL] And can I get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's um [PII] [PII].
[AGENT][NEUTRAL] OK. And you said dental benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] This is his hospital indemnity policy. Let me see if he has a dental policy with us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, here we go.
[AGENT][NEUTRAL] Alright, and are you ready for his dental policy number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, it's 261 9.
[AGENT][NEUTRAL] 673.
[CUSTOMER][NEUTRAL] OK, let me type it in.
[CUSTOMER][NEUTRAL] 26
[CUSTOMER][NEUTRAL] 19673 and does it, does it have an effective date?
[AGENT][NEUTRAL] Yes, I have an effective date of [PII].
[AGENT][NEUTRAL] Let me check and make sure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] And did you wanna fax back?
[CUSTOMER][NEUTRAL] Um, yes, but at first I need to see what, um, the schedule we would follow.
[AGENT][NEUTRAL] The fee schedule is by allowable.
[AGENT][NEUTRAL] For this policy.
[CUSTOMER][NEUTRAL] Allowable?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] So we have preventative expenses at 100% of allowable. uh FMX expenses and basic and rest basic restorative are all at 80% of allowable.
[CUSTOMER][NEUTRAL] OK, does it have a group name or group number and then you, uh, I'll just go off the fax that when it's sent.
[AGENT][NEUTRAL] Sure, let me get the
[AGENT][POSITIVE] Great number?
[AGENT][NEUTRAL] It's 70084.
[CUSTOMER][NEUTRAL] And there's a good name American Public Life.
[CUSTOMER][NEUTRAL] work
[AGENT][NEUTRAL] Um, no, ma'am. That's the name of the dental insurance.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] It's going through Surge Staffing LLC.
[AGENT][NEUTRAL] So S U R G E Staffing LLC.
[CUSTOMER][NEUTRAL] S U R.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think we will use Carrington.
[AGENT][NEUTRAL] OK, yeah, it, it's APL but we use the Carrington network or it participates in the Carrington Carrington network, mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, that's what I asked you said allowable, so that's why I was like, huh? um, OK, and last thing.
[AGENT][POSITIVE] Oh, sorry. I'm so sorry.
[CUSTOMER][NEUTRAL] Uh, last thing, what is the fees, I mean the claims address is the PO box? I can't read those numbers too small.
[AGENT][NEUTRAL] I can give it to you. Uh, so you'll send it to [PII]?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 73124-8950 and all of that will be on the fax back as well too so hopefully that helps.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes ma'am thank you.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh, that'd be all.
[AGENT][NEUTRAL] Right. Well, thank you for calling AP. Oh, I need the fax number. I'm so sorry.
[CUSTOMER][NEUTRAL] Uh, um, [PII].
[AGENT][NEUTRAL] OK, let me read that back real quick.
[AGENT][NEUTRAL] I have [PII].
[AGENT][NEUTRAL] [PII] correct?
[CUSTOMER][NEUTRAL] Mhm, yes.
[AGENT][NEUTRAL] Alright, expect that in about 5 to 10 minutes, OK?
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Great, thank you so much for calling APL and have a great day.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] See you too.