AccountId: 011433970860
ContactId: f1e07434-7d4e-4e61-91c3-1f7f3c110574
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 205070 ms
Total Talk Time (AGENT): 63347 ms
Total Talk Time (CUSTOMER): 82851 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/f1e07434-7d4e-4e61-91c3-1f7f3c110574_20241230T19:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Ezra Medical Center or a dental office as well, and I'm just calling to find out if there is a dental fee scheduled for the insurance.
[AGENT][NEUTRAL] OK, we can look at the schedule so I'll, uh, take a look at their policy. Um, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Policy number is 02573602.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Yeah, and what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I have [PII] as the insured, but I only have the child's information.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] Um, it's [PII], yeah, so it's [PII], and let me just see the date of birth one second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, OK, perfect, thank you for verifying that, uh, so the policy is active effective date was [PII].
[AGENT][NEUTRAL] And let me take a look here. OK, so this policy participates in the Carrington PPO. It's not necessary uh to be in the, the network, um, but that is the.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Network that they're in
[CUSTOMER][NEGATIVE] It's breaking up a little bit. It's not necessary that what?
[AGENT][NEUTRAL] Oh sorry, this plan participates in the Carrington PPO network, but it's not necessary for them to be in the network.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] OK, and do we need to submit claims or is this go based on a fee schedule because I know with other Carrington plans.
[AGENT][NEUTRAL] You submit claims to us.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And then we get paid from you or from the patient let me.
[AGENT][NEUTRAL] Yes, it would be us American Public Life.
[CUSTOMER][NEUTRAL] OK, and then do you have a fee schedule that we can see like what your fees are?
[AGENT][NEUTRAL] OK, I think you're kind of breaking up now, [PII], sorry.
[CUSTOMER][NEUTRAL] Oh sorry. OK, do you have a fee schedule that I can see what I hear you. Is there a fee schedule that you have that I can see what the payments are for all the benefits for those services, I mean?
[AGENT][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yeah, hi.
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] [PII], are you still there? Can you hear me?
[CUSTOMER][NEUTRAL] I'm here and I hear you, yes, you don't hear me?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] [PII], are you still there?
[CUSTOMER][NEUTRAL] Yes hi hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] [PII], can you hear me?
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] Hello?