AccountId: 011433970860
ContactId: cc815d2d-1646-4a50-955a-13a61946cf33
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167000 ms
Total Talk Time (AGENT): 94880 ms
Total Talk Time (CUSTOMER): 78421 ms
Interruptions: 3
Overall Sentiment: AGENT=1.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/cc815d2d-1646-4a50-955a-13a61946cf33_20250121T13:50_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I work for Hamlet Dentistry, and I was trying to verify benefits and eligibility for a patient, please.
[AGENT][POSITIVE] OK, I'll be more than happy to assist you with the benefits and eligibility, and did you say your name was [PII]?
[CUSTOMER][NEGATIVE] No [PII].
[AGENT][NEUTRAL] [PII], OK, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I hope may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Um, let's see, it's 02571311.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Mhm. [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. So I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And uh what type of benefits? Well, hold on one moment, let me see. This is for dental. Hold on, let me get that.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And did you need a copy of the fax back or you have particular questions?
[CUSTOMER][NEUTRAL] No, is there any way you can fax it to me?
[AGENT][POSITIVE] Yes, I can fax it to you. What's a good fax number for you?
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] And do I need to put attention hope?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK. So on the um fax back, you'll see the calendar, your max, deductible, the percentages, frequencies, any exclusions, all the ways to file a claim. And then there's a list of covered codes. If the codes are not on this list, it's not covered by the policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, the policy is on the Carrington PPO network. However, if your provider is not a Carrington provider, the benefits are still the same.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's still the same. That's why I was getting ready to ask you if it was in and out of network, um, benefits.
[AGENT][NEUTRAL] Yes, ma'am. Well, no, no, not for this one, but.
[CUSTOMER][NEUTRAL] Oh, OK, so even if it's we're not, we don't fall up under guarantee they'll still cover.
[AGENT][NEUTRAL] Right, so even if the, if you're not a Carrington provider, yes, the, the benefits are still the same. They just won't get like the additional percentage off the balance, but the benefits are the same.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I got you. I got you. OK.
[CUSTOMER][POSITIVE] All right. Well, thank you so much for your help.
[AGENT][POSITIVE] All right, well, was there anything else? You're very welcome. Well, thank you for calling APL and I hope you have a great day.
[CUSTOMER][POSITIVE] Yes, ma'am, you as well.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Uh-huh. Bye-bye.