AccountId: 011433970860
ContactId: eb5aca8b-dc1c-483c-94d5-d5eb601c4ee6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151759 ms
Total Talk Time (AGENT): 74930 ms
Total Talk Time (CUSTOMER): 56336 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/eb5aca8b-dc1c-483c-94d5-d5eb601c4ee6_20250311T13:10_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, my name is [PII] calling from Adams Farm Dental. Trying to check eligibility for a patient, please.
[AGENT][POSITIVE] OK, I can definitely help you with the eligibility and can, may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the member's policy number?
[CUSTOMER][NEUTRAL] Um, I have, um, 02445851.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] It's um [PII] um date of birth [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And I am showing the policy is active, it's been effective since [PII].
[CUSTOMER][NEUTRAL] OK, is this demo, right?
[AGENT][NEUTRAL] Yes, this is dental.
[CUSTOMER][POSITIVE] OK, are you able to send me a fax of the benefits or if you can't get you can? OK, great, that's great.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, so on the fax back, um, you'll see the calendar year max, deductible, all the percentages, frequencies, any exclusions, the three ways to file a claim and all that information, and then there's a list of covered codes. If the code you're looking for is not on this list, then it wouldn't be covered by the policy.
[CUSTOMER][NEUTRAL] OK, so this is like uh a plan it's not like a a fee schedule is it?
[AGENT][NEUTRAL] No, it's so, uh, kind of both. It's on the Carrington PPO network, but the benefits are the same whether it's a Carrington provider or not, so it would be just a standard fee schedule.
[CUSTOMER][NEUTRAL] OK, so, so that means it doesn't matter whether it's in network or out of network, right?
[AGENT][NEUTRAL] Mhm. Right.
[CUSTOMER][POSITIVE] OK, got you, got you, OK, alright, thank you very much. Let me give you the fax number.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, 336.
[CUSTOMER][NEUTRAL] 294-073-5
[AGENT][NEUTRAL] [PII]. Should I put attention, [PII]?
[CUSTOMER][POSITIVE] Yes ma'am please.
[AGENT][POSITIVE] Alright, so I'm sending this over to you now. And was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, that's all.
[AGENT][POSITIVE] Alright, [PII]. Well, thank you so much for calling [PII]. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you.