AccountId: 011433970860
ContactId: 1dc5f223-c3cb-4e30-9f40-c8995b467b50
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125489 ms
Total Talk Time (AGENT): 66877 ms
Total Talk Time (CUSTOMER): 40648 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/1dc5f223-c3cb-4e30-9f40-c8995b467b50_20250527T13:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm trying to just ask a few questions about benefits for one of our patients.
[AGENT][POSITIVE] OK, happy to check benefits. Can I get their policy number, please?
[CUSTOMER][NEUTRAL] 02608840
[AGENT][NEUTRAL] Thank you. And then for documentation, can I grab your first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] All right. Patient's name and date of birth?
[CUSTOMER][NEUTRAL] This is going to be for uh [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And let me find her date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much. All right. And we're looking for dental uh information, is that correct or medical?
[CUSTOMER][NEUTRAL] Uh, dental.
[AGENT][NEUTRAL] OK, just making sure patient is active. Effective date on here is [PII].
[AGENT][NEUTRAL] And we also can send you a fax back with a breakdown if you need that, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Fabulous, I would love that. um, do y'all provide out of network benefits?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I don't believe there's any network required for this plan. Let me double check here.
[AGENT][NEUTRAL] OK, so yeah, the policy does participate in the Carrington PPO network. however, a provider within that network is not required, so.
[CUSTOMER][POSITIVE] OK, so she can come see us, yes, that would be fabulous if you could send me a.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] A breakdown of fact.
[AGENT][NEUTRAL] Yeah. What's the fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Just to confirm, [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, give me about 5 minutes, [PII], and that should be over there. Is there anything else that I can check on for you?
[CUSTOMER][POSITIVE] No ma'am thank you so much.
[AGENT][POSITIVE] Oh, you're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Mhm bye bye.