AccountId: 011433970860
ContactId: 117c41a5-c5bc-4a92-99a3-ebd1b86b465f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179119 ms
Total Talk Time (AGENT): 74071 ms
Total Talk Time (CUSTOMER): 52236 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/117c41a5-c5bc-4a92-99a3-ebd1b86b465f_20250403T17:41_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I was just calling to check on a patient's coverage and see if we're in network.
[AGENT][NEUTRAL] OK, [PII], I can help you with benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yeah it's 0260.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 3351.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, this is not a guarantee of payment based outline of the policy. I show she is effective [PII] currently active.
[CUSTOMER][NEUTRAL] Really quick, can you, can you make sure we're a network because I'm just not familiar with this insurance, so I just wanna be sure before we go over all the.
[AGENT][NEUTRAL] Um, so they use Carrington.
[CUSTOMER][NEUTRAL] Benefits.
[AGENT][NEUTRAL] And I can give you Carrington's number. Um, I don't have access to their list of providers. We don't require the network be utilized, but obviously they'll get a discount if you are in network with Carrington.
[CUSTOMER][NEUTRAL] OK, do you show if this is a PPO policy?
[AGENT][NEUTRAL] Um, so it's again like, so we, we process the claims, um, for this policy, and they don't have to use Carrington and is an option though so it's, it wouldn't technically be a PPO.
[CUSTOMER][NEUTRAL] Right, but she wants it to be in network.
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] That's why I'm asking. She wants it to be in network. She doesn't wanna have to pay more out of pocket by going to an out of network dentist.
[AGENT][NEUTRAL] OK, right, so you would wanna contact Carrington and then they can tell you if they're in network, but.
[CUSTOMER][NEUTRAL] What's their number?
[AGENT][NEUTRAL] Um, hold on one moment.
[CUSTOMER][NEUTRAL] Yeah this is the only number on the card so.
[CUSTOMER][NEUTRAL] That she gave me.
[AGENT][NEUTRAL] Hold on just a second.
[AGENT][NEUTRAL] OK. The number is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]. They won't be able to provide benefits though, but, so do you need me to send you a fax back of the benefits?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] If you could, yes, I guess if she's in network this is just a lot of run around but.
[AGENT][NEUTRAL] OK, what's your fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'll get that fax fax sent over to you.
[CUSTOMER][POSITIVE] OK thank you bye bye.
[AGENT][POSITIVE] Thank you.