AccountId: 011433970860
ContactId: ce965c2c-c69c-4db7-8d5b-a23de0c8f67e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1407280 ms
Total Talk Time (AGENT): 399306 ms
Total Talk Time (CUSTOMER): 116745 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=-1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/ce965c2c-c69c-4db7-8d5b-a23de0c8f67e_20250508T15:14_UTC.wav
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[AGENT][POSITIVE] Good Morning. 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 a dental provider's office and um I need, uh, I have a few questions on this patient's dental benefits.
[AGENT][NEUTRAL] OK, [PII], so you have some questions on a member's dental coverage, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Yes ma'am, I can help you with that and what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and the member's policy number, please.
[CUSTOMER][NEUTRAL] It is um 02595566.
[AGENT][POSITIVE] OK, thank you. Give me a couple of moments to get the member's information pulled up please.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, just a moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and any information that I do provide for you, [PII], again will be a verification of benefits and not a guarantee of payment. Again, what is the patient's name please and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you. Now, have you received the fax back on the member's benefits?
[CUSTOMER][NEUTRAL] No, I have not.
[AGENT][NEUTRAL] OK, would you like for me to send you the fax back that has all of his covered benefits on it?
[CUSTOMER][NEUTRAL] Uh, yes, but before you do, can you tell me if um I'm in network with this [PII]?
[AGENT][NEUTRAL] Now this plan excuse me, participates with the Carrington PPO network. However, they are not required to use a network provider and if you don't know if you're a member of Carrington, I'll be happy to give you their phone number and I can also connect you with them.
[CUSTOMER][NEUTRAL] 00, so this is like a payment plan?
[AGENT][NEUTRAL] Yes, I'm not with Carrington.
[CUSTOMER][NEUTRAL] Oh, OK, yes please.
[AGENT][NEUTRAL] I'm with APL.
[AGENT][NEUTRAL] OK, so are you needing still needing eligibility for him and the benefits?
[CUSTOMER][POSITIVE] Uh, correct.
[AGENT][NEUTRAL] All right, so one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well, bear with me, the system is still trying to load some information.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][POSITIVE] Oh, thank you.
[AGENT][NEUTRAL] I can go ahead and give you that phone number though for Carrington while I'm waiting on this. It's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, again I'm terribly sorry about this, but there is one of my platforms that I'm having some difficulty with so give me just a moment I can't pull up some information that I'm needing.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you mind letting me place you on a brief hold?
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][POSITIVE] OK, thank you so much. One moment.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Hey [PII], this is [PII]. Thank you so much for holding for me. I'm still waiting for one of my screens to reload. Do you mind continuing to hold for me?
[AGENT][POSITIVE] So that I can think. Great. Thank you. I appreciate it and I'm so sorry about the delay.
[CUSTOMER][POSITIVE] Sure, no problem.
[CUSTOMER][NEUTRAL] It's OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh
[AGENT][NEGATIVE] [PII] on base problem.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] Yeah, no.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Yeah, so you'll see that it not.
[CUSTOMER][NEUTRAL] Oh that's
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So I see any difficulty.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] OK, so today
[AGENT][POSITIVE] Hi, [PII]. I'm so sorry. I was just talking and, and you were on mute. I apologize about that. So, I'm sorry about the lengthy delay. Um,
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I am not able to get this page to load for some reason, so I'm going to have to give it some time to see what the issue is. Do you mind let me place you back on hold just one more moment.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hey, [PII], I'm on the call with a provider.
[AGENT][NEGATIVE] That's why I'm trying, that's why this is such a problem and it's not most definitely not my system.
[AGENT][POSITIVE] It is something with on base specifically on base there's no issue with anything else. I'm hardwired my numbers are over the top on base I've been able to work in it until just now and now it's telling me my user interface is disabled.
[AGENT][NEUTRAL] When, when, uh.
[AGENT][NEUTRAL] OK, well, when, um, I can call you back, because I'm gonna have to call this lady back. I can't pull up this information. 00.
[AGENT][NEUTRAL] Well, she is on hold, but I can't, I can't provide her the information she needs because I can't get to it.
[AGENT][NEUTRAL] Um, all right, hold on just now, hold on. Well, let me, wait just one second, [PII]. Hold on.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Because I just asked somebody else.
[AGENT][NEUTRAL] If they could pull it up in on-base for me?
[AGENT][NEUTRAL] And I don't know what she means, but she says she can't pull it up in on base.
[AGENT][NEUTRAL] I can't get it pulled up and I.
[AGENT][NEGATIVE] My own base is not working. That's [PII].
[AGENT][NEUTRAL] Yep, because I asked if I could get someone to pull up the information since I've been told nobody was having an on-base problem but me and I don't even have an on-base problem it's that enabler app enabler.
[AGENT][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] Even hard work. My speed's out of this world fast, but, and everything works, everything works fine. So it's not that I can't do my job. Well, I can't do my job right now because apparently everyone.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Uh,
[AGENT][NEGATIVE] I don't think so. It wouldn't let me do that.
[AGENT][POSITIVE] That's why I finally reached out to you. Uh, I tried to pull up the little world and right click and log out.
[AGENT][NEGATIVE] And it, it doesn't do anything. It doesn't say, and then if I try to click on exit, it doesn't do anything either.
[AGENT][NEUTRAL] I, I'm gonna put you, OK, give me just a second, [PII], and I'll call you right back.
[AGENT][NEUTRAL] Let me tell this lady. I'll just have to call her back.
[AGENT][POSITIVE] OK, thank you. All right.
[AGENT][NEUTRAL] Goodbye.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes
[AGENT][POSITIVE] OK, so this is still [PII] so um I'm not the only one that's having trouble with this part of the system at the moment, so that's what I was checking on to verify it was not just me and it's not. So, um, can I, would it be OK if once this is figured out I could give you a call back or I could just send you if you'll go ahead and give me your fax number I'll be happy to send that fax pack of benefits over just as soon as I can and I'll probably.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I mean, it'll definitely be after [PII], not late this afternoon, but it'll be later. OK.
[CUSTOMER][POSITIVE] OK, no problem.
[CUSTOMER][NEUTRAL] OK, it's, are you ready for it?
[AGENT][NEUTRAL] Yes, ma'am, I am.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And I'm gonna repeat it back. [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And would it need to be put to your attention?
[CUSTOMER][NEUTRAL] Uh, yeah, that's fine.
[AGENT][POSITIVE] OK, and actually I might can go ahead and send you this because I think I can get the information that you really that you need, just one second.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] I going a little different route with it. So yeah, I think I can go ahead and send you this fact spot.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] So you don't have to wait on that.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Alright perfect and then um [PII], but the other number you gave me, will they give me dental benefits as well?
[AGENT][NEUTRAL] And let's stay here.
[AGENT][NEGATIVE] No, they will not.
[CUSTOMER][NEUTRAL] Oh, so what's that other number for?
[AGENT][NEUTRAL] That's only to that's for Carrington to verify if you don't know if you're a Carrington provider.
[CUSTOMER][POSITIVE] Got it. OK, perfect.
[AGENT][NEUTRAL] And so, do you know whether you, your provider participates with Carrington?
[CUSTOMER][NEUTRAL] We're a network with some Carrington plans so I think I would have to call, yeah.
[AGENT][NEUTRAL] OK, so, yes.
[AGENT][NEUTRAL] Yeah, I can actually transfer you over to them, but let me go ahead and just send this to you right quick.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And you're an angel for your patience.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] And you said it did not have to have your name on it, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Alright, [PII] correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And we also do not have any history on file for this member, [PII].
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] And then if you will end up filing a claim with us.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Once the claim has been processed.
[AGENT][NEUTRAL] We do have a portal in which you should be able to check claim status in by going to [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I did give you the phone number for Carrington. So is there anything else that I could help you with, [PII], before I transfer you?
[CUSTOMER][POSITIVE] Uh, no, that's all, thank you so much.
[AGENT][POSITIVE] Well, you are certainly welcome and thank you again for calling APL. I hope you have a very nice rest of your day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] All right, thank you so much. So one moment please.
[CUSTOMER][NEUTRAL] OK.