AccountId: 011433970860
ContactId: df6121f9-c7e7-434f-861d-20928eb3d369
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221250 ms
Total Talk Time (AGENT): 48097 ms
Total Talk Time (CUSTOMER): 91541 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/df6121f9-c7e7-434f-861d-20928eb3d369_20250424T22:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello. Good afternoon. My name is [PII]. I'm calling from West Coast down and [PII]. Is this
[CUSTOMER][NEUTRAL] Um, American Public Life.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, so I'm just calling to see if you can help me verify patients dental coverage.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK. Uh, I didn't catch your name. What was that?
[CUSTOMER][NEUTRAL] [PII] What was your name?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And do you have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] [PII]? OK, [PII].
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] And you have the policy number of the patient?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] The policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, I have 02502331.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] For [PII] [PII].
[AGENT][NEUTRAL] OK, um, he's effective [PII]. Policy is active.
[AGENT][POSITIVE] I can fax over a fax back of all the benefits or we can go over on the phone as well.
[CUSTOMER][NEUTRAL] If you can fax it and then I do have a breakdown here. I just wanna verify a few things. I just wanna make sure the group number is still the same. I have 70087.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, and then the fee schedules at Carrington PPO?
[AGENT][NEUTRAL] Uh, yes, they can utilize that network, yes.
[CUSTOMER][NEUTRAL] Payer ID 60801?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] And then it looks like it has the patient has a maximum of 500. I would just wanna make sure if that's still the remaining or how much is remaining now.
[AGENT][NEUTRAL] Um, let me look.
[AGENT][NEUTRAL] Uh, yes, he's got his entire 500 left to utilize.
[CUSTOMER][NEUTRAL] OK, 500 remaining and then if you can send me the fax and then give me a reference number for today's call and it looks like that'll be it.
[AGENT][NEUTRAL] OK. Uh, what is your fax number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 6991609.
[AGENT][NEUTRAL] OK, and our reference number is just my name, [PII], and today's date.
[CUSTOMER][NEUTRAL] I think we have
[CUSTOMER][NEUTRAL] You said [PII] or [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] In today's date your name in today's date you said right?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, it looks like that's it thank you so much and then how um and how long would I receive the fax back?
[AGENT][NEUTRAL] Uh, it just takes about 5 minutes.
[CUSTOMER][POSITIVE] OK perfect thank you so much for your help on that that'll be it.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a good night.
[CUSTOMER][POSITIVE] You're welcome bye bye.