AccountId: 011433970860
ContactId: 3555161e-0f8a-42c0-a655-8d16ad15ea4e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 258519 ms
Total Talk Time (AGENT): 68897 ms
Total Talk Time (CUSTOMER): 61964 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/3555161e-0f8a-42c0-a655-8d16ad15ea4e_20250609T14:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling from Lakeside Dental Solutions. I have a patient who is um.
[CUSTOMER][NEUTRAL] Have a plan with y'all and I just wanted to see if we were in network with y'all.
[AGENT][NEUTRAL] OK, I can help you with eligibility. OK, um, what's a good call back number in case we get disconnected, [PII]?
[CUSTOMER][NEUTRAL] Or if she was in or out of network?
[CUSTOMER][NEUTRAL] Yeah it's [PII].
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] 02596076
[AGENT][NEUTRAL] Alright, give me just a moment.
[AGENT][NEUTRAL] And can you verify her date of birth for me please?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Oh, I'm sorry, and her name.
[CUSTOMER][NEUTRAL] Sorry, my computer is being slow.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] So her name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth is, let me take a look.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright, thank you so much.
[AGENT][NEUTRAL] Alright, it looks like this, uh, policy is active with an effective date of [PII]. Did you wanna fax back?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Give me just one moment.
[AGENT][NEUTRAL] And what's a good fax number?
[CUSTOMER][NEUTRAL] I'm on the phone with them.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Give me just a minute and attention to you.
[CUSTOMER][POSITIVE] Uh yes, that's perfect.
[AGENT][NEUTRAL] And just to verify the fax number, I have [PII], correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I just sent that over. Um, you should expect it within the next 5 minutes.
[CUSTOMER][NEUTRAL] OK, and did I, I'm not sure if I missed you saying it, do you know if we're in network?
[AGENT][NEUTRAL] So, we don't do in and out of network. However, this policy does um participate in the Carrington PPO network, but it's not required.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got you OK.
[AGENT][NEUTRAL] And is there anything else I can help you with?
[CUSTOMER][POSITIVE] Alrighty thank you so much.
[AGENT][POSITIVE] Alright, thank you for calling APL. Alright, thank you for calling APL. I hope you have a great day. Alright, you too, bye.
[CUSTOMER][NEUTRAL] No ma'am.
[CUSTOMER][POSITIVE] Thank you you have a good day.
[CUSTOMER][NEUTRAL] You as well.
[CUSTOMER][NEUTRAL] Bye.