AccountId: 011433970860
ContactId: fb7fdacd-70f8-4d79-b67e-3bb73f295207
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 262399 ms
Total Talk Time (AGENT): 114854 ms
Total Talk Time (CUSTOMER): 119115 ms
Interruptions: 2
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/fb7fdacd-70f8-4d79-b67e-3bb73f295207_20250515T21:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I have some questions about a patient's benefits, dental benefits.
[AGENT][POSITIVE] OK, yeah, I could check those benefits for you, sure, um, what was your name please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], did you say [PII]?
[AGENT][POSITIVE] Yes, yes, good guess.
[CUSTOMER][NEUTRAL] Yes, it happens all the time and there's two of us here, [PII] and [PII], so yes, yes.
[AGENT][NEGATIVE] They get confused quite a bit.
[AGENT][POSITIVE] It really does.
[AGENT][POSITIVE] Oh, that's, oh, that's hilarious. Yeah, I'm OK. Um, I also work with a, an, uh, so [PII], so.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We'll add to it. All right, Miss, can I get a good callback number from you in case we're disconnected?
[CUSTOMER][POSITIVE] That's funny.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, and then do you have the policy number?
[CUSTOMER][NEUTRAL] I have oh I think it's a member ID number but it could be.
[AGENT][POSITIVE] Sure, yeah, that should work.
[CUSTOMER][NEUTRAL] Policy certificate number? Oh, it's the same. I just, OK, 2,569,980.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so of course this policy is active. Effective date was [PII], um, and now I can send you a copy of this fax back if you'd like, uh, it does show all of the covered procedures and benefit information. Did you have specific questions regarding the policy?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I have I got the fax back already um I just need to clarify a few things and some stuff that wasn't on there, um, number 10 go ahead.
[AGENT][NEUTRAL] Sure, sure, give me just a moment, let me get it pulled up here.
[AGENT][NEUTRAL] Sorry, bear with me just a moment.
[AGENT][NEUTRAL] Make sure we're looking at the same thing.
[CUSTOMER][NEUTRAL] You're fine.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alrighty, go ahead, what kind of questions did you have?
[CUSTOMER][NEUTRAL] So number one, am I calling Carrington or APL or is it the same?
[AGENT][NEUTRAL] We are not the same. This is APL no so APL, their policy is through us, um, however, they participate in the Carrington PPO network.
[CUSTOMER][NEUTRAL] Did the name change?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So the phone number I called is actually for APO OK, that I needed to make sure. Is there a group name for this policy?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Yes, one moment, let me get that.
[AGENT][NEUTRAL] You needed the group name.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK that is partners personnel management services.
[CUSTOMER][NEUTRAL] Partners personnel.
[CUSTOMER][NEUTRAL] Management services?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and is there a group number?
[AGENT][NEUTRAL] Yes, it is 70087.
[CUSTOMER][NEUTRAL] OK, has any of the maximum or deductible been used?
[AGENT][NEUTRAL] Let me check that.
[AGENT][NEUTRAL] No, none has been used so far this year.
[CUSTOMER][NEGATIVE] So no and no.
[AGENT][NEGATIVE] In fact, I have no history on file for this number.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] OK, that just knocked out a couple more questions so yes and yes on this.
[CUSTOMER][NEUTRAL] Do you require a predetermination?
[AGENT][NEUTRAL] No, it is not required.
[CUSTOMER][NEUTRAL] OK, and is it a standard coordination of benefits?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and then I have.
[CUSTOMER][NEUTRAL] If the codes are not on this list, it's not covered, right?
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][NEUTRAL] On the fax back that I got, OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, so that's it then I just need a reference number.
[AGENT][NEUTRAL] Sure, that would just be my first name, last initial, and today's date. Uh so my last initial is [PII] and there wasn't anything else I could help you with?
[CUSTOMER][POSITIVE] Nope, that's it thank you.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. Have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thanks bye bye.