AccountId: 011433970860
ContactId: 3694ce68-74ac-4b3a-aa4b-3cc57a63503d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207580 ms
Total Talk Time (AGENT): 65080 ms
Total Talk Time (CUSTOMER): 79033 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/3694ce68-74ac-4b3a-aa4b-3cc57a63503d_20250528T14:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling on behalf of dental office looking for patient dental benefits. Could you please help?
[AGENT][POSITIVE] Sure I can help you with benefits. Can I get a good call back in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it is [PII] and I'm sorry, I didn't get your name.
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Do you have the policy number with you?
[CUSTOMER][NEUTRAL] Yes, I have 02596488.
[AGENT][NEUTRAL] OK, one moment while I look that up for you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Can I get you to verify the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Yes, it's [PII]. Date of birth [PII].
[AGENT][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I'm showing that this policy is active with an effective date of [PII], and were you wanting a fax back?
[CUSTOMER][NEUTRAL] Um, no, actually for this patient just wanted to check for provider will be in or out of network for this patient plan.
[AGENT][NEUTRAL] I'm sorry, what was that?
[CUSTOMER][NEUTRAL] I just wanted to check if provider will be in or out of network.
[AGENT][NEUTRAL] We don't have networks um it looks like this policy does participate in the Carrington network.
[AGENT][NEUTRAL] But it's not a requirement. Um, we'll pay the benefits as long as it's a service that's allowable on their policy.
[CUSTOMER][NEUTRAL] OK, so sorry just to confirm, are you saying that uh for this patient plan there is no network?
[AGENT][NEUTRAL] Right, but they do participate in Carrington.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Uh, will it then, uh, will it be based on the Carrington fee schedule or?
[AGENT][NEUTRAL] It goes by percent of allowable.
[CUSTOMER][NEUTRAL] Uh, UCR
[AGENT][NEUTRAL] Through Carrington.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So once again, um, the benefits for in and out of network will be the same right as uh this is a no network plan so patient can go to both in and out of network provider.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] OK, got it, thank you. So alright, [PII], um, that was all the information you wanted to confirm for this patient. Um, thank you so much for your time and help.
[CUSTOMER][NEUTRAL] And also, uh, before you go, can I just get the reference number?
[AGENT][NEUTRAL] OK, so we don't have reference numbers, but you can use my name and last initial in today's date, so [PII] and today's date.
[CUSTOMER][POSITIVE] Alright, thank you. OK, [PII], thank you so much for your time and I hope you have a great day.
[AGENT][POSITIVE] OK. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Bye bye.