AccountId: 011433970860
ContactId: 42b0c711-0cc7-452b-a6af-bc28dc63c8d0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 455339 ms
Total Talk Time (AGENT): 154057 ms
Total Talk Time (CUSTOMER): 90464 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/42b0c711-0cc7-452b-a6af-bc28dc63c8d0_20250507T18:00_UTC.wav
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[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I am just trying to verify that our patient has benefits and possibly get a breakdown.
[AGENT][NEUTRAL] OK, I can help you with both eligibility and benefits. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] And it's [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And what's the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] The dental care center.
[AGENT][NEUTRAL] OK, and may I please get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] So her date of births.
[CUSTOMER][NEUTRAL] Her name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the member ID number that she gave us was 02647146.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and you said that number, let me repeat it. It's 02647146.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, that number is not pulling up for me.
[AGENT][NEUTRAL] Um, 26.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, that's not pulling up as a good policy. Let's look by her name. Can you spell her first name for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and her last name?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK, let me look and see if I can find her that way.
[CUSTOMER][NEUTRAL] Hey, how are you?
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, and can you please um tell me what state she lives in? I have more than one, [PII].
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I think I have found her.
[AGENT][NEUTRAL] All right, Ms. [PII] does have an active policy with us. Let me give you the policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 260.
[AGENT][NEUTRAL] 47.
[AGENT][NEUTRAL] 16.
[CUSTOMER][NEUTRAL] 2604716
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And if you can, and her, her, the effective date of her policy is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And if you can give me your fax number, I can send you a fax back with the benefit breakdown and fee schedule.
[CUSTOMER][NEUTRAL] OK, it's 252.
[CUSTOMER][NEUTRAL] 293-447-9
[AGENT][NEUTRAL] OK. I'm gonna put you on a quick hold. uh-huh, yes. Go ahead.
[CUSTOMER][NEUTRAL] Now can you look into oh.
[CUSTOMER][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] I was just gonna ask if you could look to see if we're a network.
[AGENT][NEUTRAL] Well, I was just, um.
[AGENT][POSITIVE] Um, she can use anybody she wants to.
[CUSTOMER][NEUTRAL] Right, but if we're not an in network provider, we, we don't see our the patients.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let me look real quick.
[CUSTOMER][NEUTRAL] Well.
[AGENT][NEUTRAL] OK, so this policy participates in the Carrington PPO network. however, utilization of provider within the Carrington network is not required.
[CUSTOMER][NEUTRAL] You said Carrington PPO Network?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][NEUTRAL] You're welcome. OK, and I'm gonna put you on a quick hold while I send this, uh, fax over to you with her benefit breakdown of these schedule.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you very much for holding for me. You're welcome.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you, Ms. [PII] for holding for me. I do have that fax on its way to you now, ma'am.
[CUSTOMER][POSITIVE] Perfect thank you so much. Can you tell me what number you faxed that to? Make sure I didn't give you the phone number.
[AGENT][NEUTRAL] Yes, ma'am. It is uh
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] No, OK, that one's the fax perfect.
[AGENT][POSITIVE] Oh good, yes, ma'am. Awesome. Yes.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][NEUTRAL] OK. Is there any, you're welcome. Is there anything else I can help you with, Ms. [PII], before we go?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] All right. Well, you have a wonderful rest of your week and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Bye-bye, ma'am. You're welcome.
[CUSTOMER][NEUTRAL] Bye.