AccountId: 011433970860
ContactId: bd5475b1-3b52-4362-b7e2-c1163ffba0bf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 219520 ms
Total Talk Time (AGENT): 121862 ms
Total Talk Time (CUSTOMER): 78171 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/bd5475b1-3b52-4362-b7e2-c1163ffba0bf_20250319T16:43_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, good morning. My name is [PII] and I work for Southern Heights Dental Group.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I have a patient that presented us with this new insurance and I'm checking to see if we are in network with her plan and if we are to get a breakdown of dental benefits.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you with that, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] 02580905
[AGENT][NEUTRAL] And the patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] Uh, [PII]. Birth date is [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Let's see, bear with me just one second. I'm getting everything ready for you. So I'm showing that her policy is active.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now this policy does participate in the Carrington PPO network, but network participation is not required. We pay both in and out of network benefits the same.
[CUSTOMER][NEUTRAL] OK, because I don't think we are a Carrington provider.
[AGENT][NEUTRAL] So you would just use your the schedule and we will pay according to the benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And I do have a breakdown that I can fax to you. It will have the calendar year max, deductibles, frequencies, limitations. It will have our billing information listed, and the procedures listed that are covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that'll be great.
[AGENT][NEUTRAL] And this is a limited dental policy. It does not cover major procedures.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No major, OK.
[AGENT][NEUTRAL] Yeah, it does not include the group name and number on the breakdown.
[AGENT][NEUTRAL] And I can provide that if needed. And [PII], do you spell your name with a [PII] or a [PII]? I mean [PII]?
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And did you need that group name and number?
[CUSTOMER][NEUTRAL] Uh, the group number I have is 70078, and is it um American Public Life?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Actually the group name uh that's our company the group name is.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] [PII], and that's [PII] O H E R T Y.
[AGENT][NEUTRAL] Staffing solutions.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Good to know perfect OK.
[AGENT][NEUTRAL] And I'm ready for that fax number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And just to verify that fax number, I am sending this to [PII].
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] [PII], that is on the way for you and just to let you know, [PII] has no history on file.
[CUSTOMER][POSITIVE] Oh, OK. Good. I'll make that note.
[AGENT][NEUTRAL] Anything else I can help you with?
[CUSTOMER][POSITIVE] Perfect. I'll, no, I'll wait for that fax. Thank you.
[AGENT][POSITIVE] And it's been my pleasure to assist you with that breakdown, [PII]. Thank you for calling APL and I hope you have a wonderful afternoon.
[CUSTOMER][NEUTRAL] You too. All right, bye now.
[AGENT][POSITIVE] Thank you. Bye-bye.