AccountId: 011433970860
ContactId: ce2894be-92cf-41dc-8b3b-8a698a332f2d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171039 ms
Total Talk Time (AGENT): 82192 ms
Total Talk Time (CUSTOMER): 58966 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/ce2894be-92cf-41dc-8b3b-8a698a332f2d_20250324T19:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hello, my name is [PII] and I'm calling from the dental provider's office, and I'm trying to verify member eligibility.
[AGENT][POSITIVE] OK, and I'm so sorry, may I have your name again?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][POSITIVE] Thank you [PII] and your callback number as well.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you very much. And what is the policy number?
[CUSTOMER][NEUTRAL] It is 026 05087.
[AGENT][NEUTRAL] OK. And to repeat and confirm, I have that as 02605087.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Verify the patient's name and date of birth, thank you.
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[AGENT][NEUTRAL] OK, thank you very much for the information and you're calling to verify eligibility, and I can help you with that. Um, she shows effective as of [PII] and this policy shows active.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, and um when you say the office shows active, is that, does that mean that we're in network with her policy?
[AGENT][NEUTRAL] Um, the plan does participate in the Carrington BPO network. I can provide you the number to call Carrington to see if you are a participating provider.
[CUSTOMER][NEUTRAL] Um, we are, I'm with Carrington, um, with her dental insurance, is there a way to send us a fax of benefits?
[AGENT][NEUTRAL] Uh, certainly, what is your fax number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, and let me just repeat that to confirm as well that was [PII].
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK, I will get that faxed over to you. Anything else I can assist you with, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, yes, can I get your payer ID please?
[AGENT][NEUTRAL] Of course, 60801.
[CUSTOMER][NEUTRAL] OK perfect and the claims mailing address?
[AGENT][NEUTRAL] OK, it is APL claims [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] [PII] and this information will also be on that fax back.
[CUSTOMER][POSITIVE] Alright perfect thank you so much for your help and is there a reference number for our call today?
[AGENT][NEUTRAL] Uh, you're welcome, [PII]. We do not provide reference numbers. You can use my name and today's date, and the last initial is L like Larry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect thank you so much for your help I appreciate it.
[AGENT][POSITIVE] You're welcome, [PII], and thank you for calling APL. Take care bye.
[CUSTOMER][POSITIVE] Thanks bye bye.