AccountId: 011433970860
ContactId: fe2030ac-5bd8-42ea-8899-5ceb49ee4288
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 271459 ms
Total Talk Time (AGENT): 103766 ms
Total Talk Time (CUSTOMER): 95815 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/fe2030ac-5bd8-42ea-8899-5ceb49ee4288_20250430T12:57_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 hi, I'm calling from a dental office because a patient provided this as their dental benefits, and I wanted to confirm eligibility and get a breakdown.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the eligibility and um provide a copy of the fax back for you. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII] and our number is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yeah it's 02614811.
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, uh, it's [PII], uh, let's see, [PII], and the date of birth is [PII].
[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 like a copy of the fax back faxed over to you or you have particular questions?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, yeah, if I could get a copy, uh, faxed over, I can give you our fax number and then I do have just one question about the network.
[AGENT][NEUTRAL] OK, um, hold on one moment, and what's a good fax number for you?
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Although you're gonna love
[CUSTOMER][POSITIVE] Oh yes
[CUSTOMER][NEUTRAL] Is he?
[CUSTOMER][POSITIVE] I'm so sorry.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] I'm sorry I got distracted um what what do you need?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, um, the fax number.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] That was [PII]?
[CUSTOMER][POSITIVE] That's correct, yeah.
[AGENT][NEUTRAL] And do I need to put attention, [PII]?
[CUSTOMER][NEUTRAL] Yeah, you can do that that's fine.
[AGENT][NEUTRAL] All right. So on the fax back, you'll see the calendar year max, deductible, all the percentages, frequencies, exclusions, all the ways to file a claim, and then a list of covered codes. If the code you're looking for is not on this list, it wouldn't be covered by the policy. And you said you had a question about the network.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I just have a question because uh we we're our doctors are in network with Connection Dental and I'm not familiar with your plan at all, so we always just check out new ones. Is this uh part of Connection Dental's network at all?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] No, this is on the Carrington PPO network. However, if your provider is not on the Carrington network, the benefits are still the same, um, but I do have a number for Carrington if you'd like to see if you're in network with them, but the, the benefits are the same.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So Carrington's on the list of um
[CUSTOMER][NEUTRAL] So, so Carrington's on the list of uh connection dental providers, so how would I find out if it's uh if the plan itself it would be considered in network.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I would um give you the number for Carrington and um you would just give them a call and they ask for um like your provider's information and they'll let you know if you all are in network with them or not.
[CUSTOMER][NEUTRAL] OK, alright, yeah, I'll take their number whenever you're ready.
[AGENT][NEUTRAL] OK, hold on one moment. So that phone number is [PII].
[AGENT][NEUTRAL] 290
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty thanks so much for your help that's all that I need for today.
[AGENT][POSITIVE] You're very welcome. Well, thanks for calling APL and I hope you have a great day, [PII].
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.