AccountId: 011433970860
ContactId: 0ae04e98-3ad8-40b2-83df-4659cadca039
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138059 ms
Total Talk Time (AGENT): 47059 ms
Total Talk Time (CUSTOMER): 52265 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/0ae04e98-3ad8-40b2-83df-4659cadca039_20250606T19:55_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 work at West Lake Pediatric Dentistry, and I was just seeing if our doctor is in network with this, um, this patient that is inquiring if we're in network with them so they can, uh, get their teeth cleaned.
[AGENT][NEUTRAL] OK. Do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Yes ma'am, it's 02622362.
[AGENT][NEUTRAL] And I'm sorry, what was your name and callback number?
[CUSTOMER][NEUTRAL] Uh [PII] with [PII].
[AGENT][POSITIVE] OK, thank you, [PII]. I get that pulled up. Give me one moment.
[CUSTOMER][POSITIVE] OK, take your time.
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] Um, I did not get the patient's name, but I did get the mom's name and the, uh, the policyholder's name.
[AGENT][NEUTRAL] OK, what was that?
[CUSTOMER][NEUTRAL] Uh, the policy holder is [PII].
[CUSTOMER][NEUTRAL] And his birthday is [PII].
[AGENT][NEUTRAL] It looks like I only have him covered on the policy. I don't have any dependents or spouse.
[CUSTOMER][NEUTRAL] Huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, they do use Carrington.
[AGENT][NEUTRAL] Um, we don't have a list of providers and network with Carrington available, but I can give you Carrington's number and transfer you if you like.
[CUSTOMER][POSITIVE] OK, that'll be I'll just take their number and I'll give him a call back on Monday because we're about to leave here in a little bit.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, Carrington's number is 800, 400.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 8789.
[CUSTOMER][POSITIVE] Alrighty, and that's who uh who was that again? Sorry.
[AGENT][NEUTRAL] That's just the PPO network we can verify benefits and eligibility, um, and we process the claims, but Carrington's just their PPO network they can utilize.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Got you alrighty I'll give him a call. Thank you so much for your help.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good weekend.
[CUSTOMER][NEUTRAL] You too bye bye.