AccountId: 011433970860
ContactId: 326ab4fe-e46e-40cd-b1c4-29fb2eb7fbd8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 319869 ms
Total Talk Time (AGENT): 95151 ms
Total Talk Time (CUSTOMER): 67479 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/326ab4fe-e46e-40cd-b1c4-29fb2eb7fbd8_20250226T21:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] I got it.
[CUSTOMER][NEUTRAL] Yes, I'm calling to get um verification of coverage and some dental benefits please.
[AGENT][NEUTRAL] OK, I can help you with coverage and benefits. Can I please get your name and your callback number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] My name is [PII] [PII] calling from [PII].
[CUSTOMER][NEUTRAL] Either one.
[AGENT][NEUTRAL] OK, thank you. And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Um, the phone, the, the name is.
[CUSTOMER][NEUTRAL] [PII], date of birth [PII] and what was the other you needed?
[AGENT][NEUTRAL] Yeah, the um insured's policy number please.
[CUSTOMER][NEUTRAL] 2596574
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy and her effective date is [PII]. And if you can give me your fax number, I'll send you a fax back with her business breakdown and fee schedule.
[CUSTOMER][NEUTRAL] OK, it's 334.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 3415.
[AGENT][POSITIVE] Thank you, Ms. [PII] and do I spell your
[CUSTOMER][NEUTRAL] Does that usually come on over?
[AGENT][NEUTRAL] Yes ma'am, I'll send it while we're on the phone together and then you'll just have to give it enough time to go through the fax machine, the phone line and get to you, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, I understand.
[AGENT][NEUTRAL] How do I spell your name? I wanna make sure it's correct on the fax.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Oh, I'm glad I asked you because I sure had it wrong. OK.
[CUSTOMER][NEUTRAL] Yeah, it wouldn't matter.
[AGENT][NEUTRAL] All right, Ms. [PII], it's gonna be a brief.
[CUSTOMER][NEUTRAL] You gotta get it spelled all kinds of ways.
[AGENT][POSITIVE] Well my name's [PII] so you can only imagine how many, how different ways you can spell that too. So alright, I'm gonna put you on a brief hold. I'm gonna get that fax together for you and I'll come right back just as soon as I send it.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Exactly.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you, Ms. [PII].
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me, Ms. [PII]. I've got that fax on its way to you now.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Alright, sounds good. I appreciate your help. That now is there a network with this insurance?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Or is it just pay on a fee schedule?
[AGENT][NEUTRAL] It um it pays on a fee schedule and we are um in network with Carrington.
[CUSTOMER][NEUTRAL] OK, so if we're not part of Carrington then we just go by the fee schedule?
[AGENT][POSITIVE] Yes ma'am you've got it.
[CUSTOMER][POSITIVE] OK, alright, that's what I needed to know thank you for your help.
[AGENT][POSITIVE] OK, you're very welcome you have a great day and thanks for calling APL.
[CUSTOMER][POSITIVE] You're also thank you mhm bye bye.
[AGENT][NEUTRAL] Bye bye.