AccountId: 011433970860
ContactId: 1ee0d793-f633-4d5d-9d0a-63d5a143353f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 303079 ms
Total Talk Time (AGENT): 86151 ms
Total Talk Time (CUSTOMER): 82879 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/1ee0d793-f633-4d5d-9d0a-63d5a143353f_20250521T14:27_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL.
[AGENT][NEUTRAL] How can I help you?
[CUSTOMER][NEUTRAL] Hi there, my name is [PII]. I'm calling from a provider's office in [PII]. I have a patient that brought in a Carrington APL card. We are not familiar with that card. I want to see what's going on with that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII], I can um verify eligibility of the patient for you. May I please get your callback number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure it is [PII].
[CUSTOMER][NEUTRAL] And the name of the facility is HMC Dental.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Sure, [PII], last name [PII] Date of birth is [PII] and the policy certificate number on the card is 02588041.
[AGENT][POSITIVE] OK, thank you so much let me pull up his policy.
[AGENT][NEUTRAL] Alright, I do show that [PII] does have an active policy with us. The effective date of his policy is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And if you can give me your fax number, I can send you a fax back with this benefit breakdown and fee schedule.
[CUSTOMER][POSITIVE] That would be amazing. Um, it is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], I'm gonna put you on a quick hold while I get that fax ready for you and I'll be right back, ma'am. Thank you.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] You bet thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh shoot.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me, [PII]. I have that fax on its way to you now, ma'am.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] OK, that's perfect and may I ask your name?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] To
[CUSTOMER][NEUTRAL] [PII], thank you for your help. Can I ask you a couple of other questions real quick just to verify, um, on the plan, the card says Carrington, but it says American Public Life. What should I be submitting this under? Carrington or American Public Life?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] You're gonna submit it under American Public Life. Now just it, it is a Carrington network, but they don't have to be in network to use their benefits. They can use their benefits.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So should I put that in
[CUSTOMER][NEUTRAL] OK, so it's right like a PPO.
[AGENT][POSITIVE] Yeah, yes, they can use their benefits anywhere they want to.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect, let me just change something there. I had it on there wrong.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the payer ID is 60801.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK perfect thank you so much for your help and I'll look for that fax.
[AGENT][POSITIVE] OK, Ms. [PII], I hope you have a wonderful rest of your day and thank you for calling APL.
[CUSTOMER][POSITIVE] You as well thank you bye bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.