AccountId: 011433970860
ContactId: f27df507-3c27-428f-94c6-ade7740f585c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191110 ms
Total Talk Time (AGENT): 94758 ms
Total Talk Time (CUSTOMER): 72465 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/f27df507-3c27-428f-94c6-ade7740f585c_20250203T21:49_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I just need to get benefit and eligibility information for a patient that I have.
[AGENT][NEUTRAL] Is this for service in a doctor's office?
[CUSTOMER][NEUTRAL] A dental office.
[AGENT][NEUTRAL] Dental, OK. And what's your name?
[CUSTOMER][NEUTRAL] My name's [PII].
[AGENT][NEUTRAL] [PII], what's the policy number?
[CUSTOMER][NEUTRAL] 02555819
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] option 2.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] His date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for that. I'm showing an effective date of [PII]. Policy is active at this time, uh, no claims history on file, and would you like to schedule a benefits faxed over?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, yeah, yes, can I do that, please?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Yeah, how long does it take to get it back, do you know?
[AGENT][NEUTRAL] About 5 minutes.
[CUSTOMER][NEUTRAL] Oh, OK, yeah, and that will include um the benefit breakdown for frequencies and wait periods.
[AGENT][NEUTRAL] And that number?
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] It'll include the calendar year maximum calendar year deductible.
[AGENT][NEUTRAL] Uh, the category of expense, um, the percentage of covered expenses, the common limitations, exclusions, frequencies.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, it'll list each procedure code that's covered under the plan and also it'll list the payer ID, claims, mailing address and fax number. Uh, this policy covers preventive and basic only, so you're not gonna see any major services or codes on the schedule.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, thank you, um, it's for the fax it's 740366-2005.
[AGENT][NEUTRAL] And your
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so 7407403662005?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] OK, you should have it within 5 minutes. It's on its way.
[CUSTOMER][POSITIVE] OK, thank you so much thank you.
[AGENT][POSITIVE] All [PII]. Any other questions, [PII], I can help out with today?
[CUSTOMER][NEUTRAL] Um, can you confirm, is this a, um, because I see it says American Public Life, is this the Carrington Network for dental?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Carrington PPO, you are correct.
[CUSTOMER][NEUTRAL] Carrington PPO OK and then um would there be a group name on that?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] There is, let's see.
[CUSTOMER][NEUTRAL] I'm, I just wasn't sure if that would be on the fax or not.
[AGENT][NEUTRAL] And it actually should be on their ID card. Give me a second. It's not on the fax back. Uh the group name is Serge, S U R G E Staffing.
[AGENT][NEUTRAL] And the group number?
[AGENT][NEUTRAL] It's 70084.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Search. OK, alright, thank you so much.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Oh, you're welcome and thank you for calling ATL. Have a good day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] Uh-huh, bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.