AccountId: 011433970860
ContactId: 057f58c1-2e75-4b7b-b050-4d5ee0b3a1f3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 322619 ms
Total Talk Time (AGENT): 113754 ms
Total Talk Time (CUSTOMER): 79841 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/057f58c1-2e75-4b7b-b050-4d5ee0b3a1f3_20250421T13:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling because I have a patient, I mean it's a patient here in the office and has the insurance and we're trying to see the eligibility and benefits.
[AGENT][NEUTRAL] Of course, I can help you with eligibility eligibility and benefits today. Uh, do you have the policy number?
[CUSTOMER][NEUTRAL] Uh, sounds.
[CUSTOMER][NEUTRAL] Uh yes, it's 01909507.
[AGENT][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] And then can I have your name and a good callback number please?
[CUSTOMER][POSITIVE] Yes, absolutely. My name is [PII] and then the callback number will be [PII] option too.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] All right. The patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and it looks like the policy is currently active. The effective date is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, one second, just also gotta put everything. Can you make sure we are in network with this, um, insurance?
[AGENT][NEUTRAL] Yes, just one moment, let me pull up their dental information.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, so it looks like it's going to be Carrington.
[CUSTOMER][NEUTRAL] It will be [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, so we'll have to call the car intend just to um go over the dental?
[AGENT][NEUTRAL] No, no, um, it just looks like they're in network with Carrington.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] So I will be able um the fee schedule for Carrington.
[AGENT][NEUTRAL] So I have, I do have the, yes, you'll be using the fee schedule for Carrington, but I do have the fax back if you want me to send that to you.
[CUSTOMER][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] I could give you a fax number.
[AGENT][NEUTRAL] Uh, yes, please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see, oh
[AGENT][NEUTRAL] Um, no, I'm so sorry. I'm reading right here. So it looks like for D4 dental, which is what the pro or what the patient has, is not associated with Carrington.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] It is no network and paid by UCR so.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm so sorry. I was thinking about a different one, but.
[AGENT][NEUTRAL] OK, I can
[CUSTOMER][NEUTRAL] No, you're fine. And you said are we in Nero or we're not anero.
[AGENT][NEUTRAL] Uh, you should be in network, um.
[AGENT][NEGATIVE] Because there's no network for for um this group.
[AGENT][NEUTRAL] So it just pays by UCR.
[AGENT][NEUTRAL] So it would be like 100% of UCR 80% of UCR, and when I send that over to you, it'll it'll say like prevent preventative expenses, um, 100% of UCR.
[CUSTOMER][NEUTRAL] You know
[AGENT][NEUTRAL] So it just goes by the cost breakdown.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so, um, if you could go ahead and get that, do you know how long it will take?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Um, it usually just takes like 3 minutes to go through.
[CUSTOMER][POSITIVE] OK, awesome sounds good so I'll go ahead and wait for that fax and then thank you for your help. You have a wonderful day.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, ma'am, that will be all thank you.
[AGENT][POSITIVE] OK, yep, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] OK, bye.