AccountId: 011433970860
ContactId: dafcd5f7-fd7e-4b55-9cac-c2035aed5faf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 346970 ms
Total Talk Time (AGENT): 172830 ms
Total Talk Time (CUSTOMER): 62192 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/dafcd5f7-fd7e-4b55-9cac-c2035aed5faf_20250620T12:35_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, good morning, [PII]. My name is [PII] and I'm calling to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, [PII], you're needing eligibility only and not benefits. Is that correct?
[CUSTOMER][POSITIVE] Uh, both would help actually.
[AGENT][POSITIVE] Yes, I can help you with that. And what is your callback number, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you and the member's policy number, please.
[CUSTOMER][NEUTRAL] I have here 071580405.
[AGENT][NEUTRAL] OK, I want, I don't, that's not gonna be an American Public Life policy number. You said 071580405?
[CUSTOMER][NEUTRAL] Yes, so he.
[AGENT][NEUTRAL] Yes, that's not a valid number for our company.
[CUSTOMER][NEUTRAL] He says he was unable to provide, to find his policy number, so he provided us with his uh social instead.
[AGENT][NEUTRAL] So the number you gave me is his social security number?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so one moment.
[AGENT][NEUTRAL] And what type of benefits and eligibility are you needing for this gentleman?
[CUSTOMER][NEUTRAL] For dental.
[AGENT][NEUTRAL] Now on our dental policies, we have fax backs the benefits one that I will send to you.
[AGENT][NEUTRAL] Um, once we verify some things and any information provided today will be a verification of benefits and not a guarantee of payment. So give me just a moment to locate the information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so first off, if you could please, uh, and again, any information provided is a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] It is [PII], [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] So I do show that Mr. [PII] is a subscriber on this general policy and it is active with an effective date of [PII].
[AGENT][NEUTRAL] And he does not have any history on file with us at this time, one, and give me just a moment and I'm gonna pull his fax back up, but the policy number that you should have for this number is 0256.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 9, excuse me, 7964. So let me say that again. 02567964.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And just one quick question under what um.
[CUSTOMER][NEUTRAL] Fee schedule with this plan fall under?
[AGENT][NEUTRAL] This Carrington this caring, this is plan participates with the Carrington PPO network. however, they are not required to utilize.
[AGENT][NEUTRAL] A Carrington provider.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is a good fax number that I can send this um this fax back to?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and I'm just gonna repeat that. [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes, it is.
[AGENT][NEUTRAL] OK, so I have just sent that to you on, so you should be receiving that very soon unless there's some type of technical glitch. And then also if you all end up filing a claim with us once it has been processed here at APL, we do have a portal in which you should be able to check his claim status in by going to secured.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] You said, you said [PII].
[AGENT][NEUTRAL] [PII]. The first word is secured with a D on it. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Yes, sir. You're very welcome. Is there anything else I can help you with this morning?
[CUSTOMER][POSITIVE] No, that'll be all thank you.
[AGENT][POSITIVE] OK. Well, you're very welcome and thank you again for calling APL. I hope you have a very nice weekend.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks, [PII]. Bye-bye.