AccountId: 011433970860
ContactId: ef0b5f3f-63a5-4825-bff7-61402cfe98d9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 269440 ms
Total Talk Time (AGENT): 114625 ms
Total Talk Time (CUSTOMER): 102321 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/ef0b5f3f-63a5-4825-bff7-61402cfe98d9_20250619T13:25_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] Uh, yes ma'am. I'm calling from a dental providers, um, office, and I'm just needing to get a breakdown of benefits for a patient please.
[AGENT][POSITIVE] OK, well I can definitely help you with the um fax back. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII] and then the contact number is [PII].
[AGENT][NEUTRAL] Thank you for that. And [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] Uh, let me see here. The policy number is 264-0984.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, I'm gonna spell it out for you. It's [PII], and last name is [PII], and date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for that, and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing the policy is active, it's been effective since [PII]. Um, and did you need a copy of the fax back faxed to you?
[CUSTOMER][POSITIVE] Very welcome.
[CUSTOMER][POSITIVE] Uh yes please if you don't mind.
[AGENT][NEUTRAL] Sure, hold on one moment. And what's a good fax number for you?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Attention, [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Alright, so I just sent the fax back over to you. Did you have any questions about the fax back or you just needed a copy of the benefits?
[CUSTOMER][NEUTRAL] Um, I just needed the benefits, but I did wanna verify, um, if there is like a group number and a group name and will that be included on that fax back?
[AGENT][NEUTRAL] It won't, but I can give it to you now. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So the group number is 70073.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] And the group name is Vertella, V E R S T like Tom, E L A.
[AGENT][NEUTRAL] Space A like apple.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Space Terra, T E R R A.
[AGENT][NEUTRAL] Services LLC.
[CUSTOMER][NEUTRAL] Services.
[CUSTOMER][NEUTRAL] OK, and then, um, now would you be able to tell me too, are we like can is our providers considered in network or out of network?
[AGENT][NEUTRAL] So let me see, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So the the policy is on the Carrington PPO network. However, if your provider is not a Carrington provider, the benefits, all the benefits are still the same, um, but if you wanted to know if your provider is a Carrington provider, I have the phone number for Carrington, and we just don't have access to their list of providers.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] No, no, you're good. I, we aren't, um, we are not a Carrington provider so they do have out of network, um, coverage, correct?
[AGENT][NEUTRAL] Yeah, it's really no in or out of network. If the benefits are the same, um, if you were Carrington, there's like an extra percentage you get off the balance, but if not, you just don't get they they just won't get that percentage off.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, I see what you're saying right, perfect. Well, um, I believe that that's all that I need for today. May I just get a reference number for today's call?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date, and again, that's [PII], first initial to my last name is [PII].
[CUSTOMER][POSITIVE] All right perfect thank you so much and I hope that you enjoy the rest of your day.
[AGENT][POSITIVE] Thank you, [PII]. You also thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye bye.