AccountId: 011433970860
ContactId: 1129f572-2be7-48ff-bc89-660a738e9db5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 423799 ms
Total Talk Time (AGENT): 66110 ms
Total Talk Time (CUSTOMER): 54226 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=-2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/1129f572-2be7-48ff-bc89-660a738e9db5_20250115T15:02_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, my name is [PII]. I'm with Dental Health at Vienna, and I was calling to see if you can help me to get a fax back on a patient's benefits and see if we are in network.
[AGENT][NEUTRAL] Sure, I can assist you with the fax back and network information, Miss [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Uh yes, it is 02584897.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[AGENT][NEUTRAL] Right
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[AGENT][POSITIVE] OK, perfect. Thank you. All right. And what is the fax number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. [PII] to your attention, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, do you mind holding for me while I send this out to you while I got you on the line?
[CUSTOMER][NEUTRAL] Yes ma'am, that's fine.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me Miss [PII]. Yeah, I went ahead and send that over to you should in a few minutes. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Yes I am.
[CUSTOMER][NEUTRAL] Yes ma'am, can you make sure that we are in network and um I wanted to check the fee schedule.
[AGENT][NEUTRAL] OK, well, this particular one, doesn't have any network. If the provider participates with Carrington PPO network, they can use their fee schedule, but it's not required. We're not contracted.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, OK, alright, well that then that is it has he used any of his benefits at all?
[AGENT][NEUTRAL] No, it started all over again this year, so he has not used any of his benefits.
[CUSTOMER][POSITIVE] OK, well that is all I'm needing and I appreciate your your help.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a good day, Miss [PII].
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] You're welcome. Bye bye.