AccountId: 011433970860
ContactId: 3a617e21-dfc1-4040-bb45-f0b8aa2f4169
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182839 ms
Total Talk Time (AGENT): 61593 ms
Total Talk Time (CUSTOMER): 77537 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/2025/02/26/3a617e21-dfc1-4040-bb45-f0b8aa2f4169_20250226T21:44_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], um, good afternoon. This is [PII] calling from Ezra Medical from the dental department. I'm calling to ask about um eligibility of a patient to see if they're active or not.
[AGENT][NEUTRAL] Sure, I can help you with the eligibility and did you say your name was [PII]?
[CUSTOMER][NEUTRAL] No, [PII] It's like [PII] with [PII]
[AGENT][NEUTRAL] [PII], OK, sorry about that. And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, of course. Give me a second. I'll give you a number right away. Where is it? There it is. OK, it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Um, [PII], that's my direct number. If you call that number, it will get to me like right away.
[AGENT][NEUTRAL] OK, and may I have the member's policy number?
[CUSTOMER][NEUTRAL] Of course. So, it's 02573602.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Of course. So the first name is [PII], the last name is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing that the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Perfect. And would you, if I ask you um the name of the doctor, would you be able to tell me if the doctor is in network?
[AGENT][NEUTRAL] Um, so we don't have the list of providers. Let me see what type of um policy this is. Hold on one moment.
[CUSTOMER][POSITIVE] Sure, take your time.
[AGENT][NEUTRAL] OK, so this policy is on the Carrington PPO network. However, the benefits are the same whether the provider is a Carrington provider or not. Um, I can provide you with the number to Carrington if you wanted to check and see if your provider is in network with them.
[CUSTOMER][NEUTRAL] Um, no, it's OK, no problem. I think another, I think if I'm not mistaken, um the other agent. I, I didn't speak to her yet. I think she took down the information, so I do need to double check with her first. If not, I'll call you back. I'll call the other number actually, yeah, OK, perfect. So that's all for today.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right. Well, thank you so much for calling APL T. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you so much, [PII]. You too. Have a great day.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mm bye bye.