AccountId: 011433970860
ContactId: e66f8417-ec57-40bb-90bb-9e21ce8f90ba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174580 ms
Total Talk Time (AGENT): 80966 ms
Total Talk Time (CUSTOMER): 64402 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/e66f8417-ec57-40bb-90bb-9e21ce8f90ba_20250122T19:32_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] over at Clarksville Smiles. Uh, are you, uh, affiliated with Carrington?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] This is American Public Life. We're a third-party administrator.
[CUSTOMER][NEUTRAL] Third party administrator and do you offer dental insurance?
[AGENT][NEUTRAL] Like
[AGENT][NEUTRAL] We do, we verify the benefits. Do you wanna verify if you're a provider in network then I will have to transfer you to Carrington.
[CUSTOMER][NEUTRAL] No, um, we're I know we're not in network. I was just trying to verify, um, one of your subscribers.
[AGENT][POSITIVE] Sure, can I have your name, callback number, and the policy number and I'll be able to assist you.
[CUSTOMER][NEUTRAL] Sure, my name is [PII], uh, over at Clarksville Smiles.
[CUSTOMER][NEUTRAL] And you said you need a policy number let me see.
[AGENT][NEUTRAL] Callback number and the policy number.
[CUSTOMER][NEUTRAL] Our callback number is [PII]. Let me see if I can find it. She had sent me.
[CUSTOMER][NEUTRAL] Policy number is 02584451.
[AGENT][NEUTRAL] And what is this member's name and date of birth that you're inquiring eligibility for?
[CUSTOMER][NEUTRAL] [PII], uh, date of birth is.
[CUSTOMER][NEUTRAL] [PII] and what else did you need?
[AGENT][NEUTRAL] That was it.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Thank you. So this member's policy has been active since [PII] and it's currently active.
[AGENT][NEUTRAL] [PII] has $500 per calendar year with a $50 deductible that does not apply to preventative services, and this is not a guaranteed benefits that a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I can send you a fax back if you would like. Our policy only covers preventative and basic services, no major coverage.
[CUSTOMER][NEUTRAL] So it only covers um basic and preventive services could you you said you could send me a fax back?
[AGENT][POSITIVE] That is correct.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I, I'll take a fax back.
[AGENT][NEUTRAL] What's your fax number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I have [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] She has not utilized any of her benefits for [PII], nor has she met her deductible, [PII]. And also there's gonna be letters in parentheses under the limitation column and each letter in parentheses on the very last page, there's a box explaining the limitation for each alphabet that's within the parentheses by each.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Dental code that's covered under the policy.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Thanks for calling APL have a great day.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][POSITIVE] Thanks bye.