AccountId: 011433970860
ContactId: 3cf8b7c7-f22b-4192-812d-1b83454c1270
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137789 ms
Total Talk Time (AGENT): 67399 ms
Total Talk Time (CUSTOMER): 72477 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/3cf8b7c7-f22b-4192-812d-1b83454c1270_20250310T20:07_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling from a dentist office.
[CUSTOMER][NEUTRAL] And I need to find out if a patient.
[AGENT][NEUTRAL] How can I assist you, [PII]?
[CUSTOMER][NEUTRAL] I'm pretty sure we're out of network, but I wanna find out to make sure that we are out of network and if the patient has out of network benefits.
[AGENT][NEUTRAL] Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Um, my number is [PII].
[CUSTOMER][NEUTRAL] And her policy number is 02605037.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] [PII], you're calling to verify if you're in network, so this policy is a Carrington Network.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] However, the member does not have to utilize the Carrington network provider because the policy is a PPO, meaning that the member can go wherever they desire to go.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, but we are out of network, correct?
[AGENT][NEUTRAL] I'm not sure. I will have to transfer you to Carrington to verify if you're in network. This is a Carrington network.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, is that where they would be able to give me a breakdown of benefits as well?
[AGENT][NEUTRAL] I can give you the benefits. Would you like for me to fax it over for you or give it to you verbally?
[CUSTOMER][POSITIVE] That would be great. Oh, fax would be great.
[AGENT][NEUTRAL] What's your fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, and if the patient decides to come here, will that have um like the address where to send claims and everything that we need?
[AGENT][NEUTRAL] Yes, that is correct. It'll have all of that listed there. However, whatever claims that whatever cos that's not covered is it won't be listed on the policy on the schedule that I'm gonna send over to you, [PII].
[CUSTOMER][POSITIVE] OK perfect perfect.
[CUSTOMER][NEUTRAL] So what's on the got you what's on the fax is all this covered?
[AGENT][NEUTRAL] Right, and it's very limited. I'm gonna give you a heads up. It's very limited. It doesn't cover major services. It only covers prelimited and basic services, yes.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEGATIVE] It's a very limited plan.
[CUSTOMER][POSITIVE] Preventive and basic only, OK, thank you so much for all that.
[AGENT][NEUTRAL] Mhm. And would you like for me to transfer you to [PII]?
[CUSTOMER][NEUTRAL] No, that's OK because I know I'm not in network.
[AGENT][POSITIVE] Alrighty, well, it was a pleasure speaking with you, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] You too thank you so much.
[AGENT][POSITIVE] You're welcome thanks for calling APL. Have a good day. Goodbye.
[CUSTOMER][NEUTRAL] Alright.