AccountId: 011433970860
ContactId: f865d367-143d-45cc-8610-f7d3bb45687e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178699 ms
Total Talk Time (AGENT): 85486 ms
Total Talk Time (CUSTOMER): 83472 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/f865d367-143d-45cc-8610-f7d3bb45687e_20250501T15:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I'm calling from a provider's office, a dental provider's office, and I was wondering if I could get a breakdown of benefits.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, I can go over those benefits with you. Uh, what was your name, please?
[CUSTOMER][NEUTRAL] My name's [PII].
[AGENT][NEUTRAL] OK, [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 that policy number?
[CUSTOMER][NEUTRAL] I do. It is 02607688.
[AGENT][NEUTRAL] Got it. And what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so this policy is active. Effective date was [PII], and if you'd like, I can send you a fax back that shows all of the covered procedures and benefit information.
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][POSITIVE] That'd be great.
[AGENT][NEUTRAL] OK, what was that fax number for you?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, I'm gonna read that back to make sure I heard that correctly. That was [PII].
[CUSTOMER][NEUTRAL] you
[CUSTOMER][NEUTRAL] [PII] yes.
[AGENT][POSITIVE] OK, got it. I will go ahead and send that now. I should get it within about 10 minutes or so. Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can I ask you just a couple of extra questions? I'm not sure that will be on there. Um, what is the payer ID for this for American Public Life?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Sure, pair ID is 60801.
[CUSTOMER][NEUTRAL] 60801 and um on this plan can you will it tell me if there's a missing tooth clause or waiting period?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Correct, um, so it, it will be on there, but I can tell you there is a missing tooth clause. This policy does not have any waiting periods as there is no major coverage for this plan, just preventative and basic.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, and um is it run on a calendar year or fiscal?
[AGENT][NEUTRAL] Yes, it is calendar year.
[CUSTOMER][NEUTRAL] Calendar, OK, and can you tell by looking if I give you our um tax ID if we're in network by any chance? We don't take Carrington and it looks like it's Carrington Network.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Sure, so this this policy actually doesn't have uh its own network. It does participate in the Carrington PPO network, but uh utilization of a provider within Carrington is not required.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, OK, does it use any other networks or just the Carrington?
[AGENT][NEUTRAL] It's just Carrington.
[CUSTOMER][POSITIVE] Just Carrington, OK, OK, awesome well I'll watch for the facts and um thank you for your help I appreciate it.
[AGENT][POSITIVE] Of course, sounds good thank you yeah I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.