AccountId: 011433970860
ContactId: dfca694d-fd06-478e-92ee-336b249d69bd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 463079 ms
Total Talk Time (AGENT): 178377 ms
Total Talk Time (CUSTOMER): 79369 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/dfca694d-fd06-478e-92ee-336b249d69bd_20250527T15:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I was calling to see if we are in network with this insurance.
[AGENT][NEUTRAL] OK, so you're wanting to find out about network for, for members plans. OK. Yes, ma'am, I can try and help you or direct you as to who you would need to speak to. So who am I speaking with, please?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Thank you. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number, please?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I have an ID number um it's gonna be 60801.
[AGENT][NEUTRAL] That's our payer ID or electronic payer ID number. There should be another number on the front of the card.
[CUSTOMER][NEUTRAL] What about 70101?
[AGENT][POSITIVE] No, ma'am, that's a great number.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] We say policy certificate.
[CUSTOMER][NEUTRAL] Can we do wait with.
[AGENT][NEUTRAL] It would say policy certificate, policy number, policy certification.
[CUSTOMER][NEUTRAL] Um, 445.
[CUSTOMER][NEUTRAL] 297-847
[AGENT][NEUTRAL] Is that essential?
[CUSTOMER][NEUTRAL] That's what he put as employer's ID.
[AGENT][NEUTRAL] OK, so that may be essential. I can check that. That's not, let's see.
[CUSTOMER][NEUTRAL] Let me see if he did put the social on here.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] I don't know. That's.
[CUSTOMER][NEUTRAL] I do have a social though he did put a social on here.
[AGENT][NEUTRAL] And what is that?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] Uh-huh. Mhm.
[AGENT][NEUTRAL] OK, thank you, [PII]. One moment.
[AGENT][NEUTRAL] And what type of policy are you calling about?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh, dental.
[AGENT][NEUTRAL] And so all you're needing to know is about network, is that correct, [PII]?
[CUSTOMER][NEUTRAL] Um, yes, so we're we're in network with this policy and also like eligibility.
[AGENT][NEUTRAL] Are you needing a fax back of benefits for this member as well?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Alright, give me a moment.
[AGENT][NEUTRAL] And any information that I do provide for you will be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth, uh, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so I do show he is the subscriber on this general policy list and it is active with an effective date of [PII]. That information will also be on your fax back. This plan participates in the Carrington PPO network. However, they are not required to utilize a network provider.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And give me just one moment. I'll get your fax number so I can send you this fax box.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And what is your fax number, please?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. And will it need to be put to your attention or is that not necessary?
[CUSTOMER][NEUTRAL] That's fine if you can put uh uh for [PII].
[AGENT][NEUTRAL] OK, sorry, one moment.
[AGENT][NEUTRAL] I'll go ahead while the fax is loading. It's the policy number, which will also be on the fax back, but it's 02622715.
[CUSTOMER][NEUTRAL] 0262.
[CUSTOMER][NEUTRAL] OK, I have 0262 and then you said 7?
[AGENT][NEUTRAL] I'll say it again. 0262.
[AGENT][NEUTRAL] 2715.
[CUSTOMER][NEUTRAL] OK, and this is the policy?
[AGENT][POSITIVE] That is correct. Yes, ma'am.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] And then
[CUSTOMER][POSITIVE] Awesome I think that's all I needed.
[AGENT][NEUTRAL] All right, well, give me just one moment, [PII]. The fax number again, you said it's going to be [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I have just sent that to you and [PII], um, you should be receiving that very soon and also what if you all file a claim with us for this member once the claim has been processed, we do have a portal in which you should be able to check claim status in and the website for our portal is located at [PII].
[CUSTOMER][POSITIVE] [PII]. OK, thank you so much.
[AGENT][POSITIVE] Uh huh yes ma'am. Alright, well you're welcome, [PII]. So is there anything else that I could help you with today?
[CUSTOMER][POSITIVE] Uh no, that's gonna be all, thank you.
[AGENT][POSITIVE] OK, well you're very welcome and thank you again for calling APL.
[CUSTOMER][POSITIVE] Mm thank you
[AGENT][NEUTRAL] Bye