AccountId: 011433970860
ContactId: 42cf560f-89b1-4461-8f4e-f34eaaa08305
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147919 ms
Total Talk Time (AGENT): 71666 ms
Total Talk Time (CUSTOMER): 42051 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/42cf560f-89b1-4461-8f4e-f34eaaa08305_20250605T15:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning. I was wondering if you would be able to check if we're in network.
[AGENT][NEUTRAL] Sure, I can check the network of a policy for you. Uh, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then, uh, [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 9799.
[AGENT][NEUTRAL] Thank you and do you have the policy number?
[CUSTOMER][NEUTRAL] Um, yes, it's 02623315.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] The member's name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Perfect thank you so much for verifying that uh this was for dental correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, alrighty, so, uh, this policy is of course active. Effective date was [PII] and so none of our policies, uh, have a set network. Uh, this one does participate in the Carrington PPO network. however, a utilization of a provider within Carrington is not required. We will still honor those claims.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm OK.
[AGENT][NEUTRAL] If you'd like I can send you a uh fax back that shows all of the covered procedures and benefit information.
[CUSTOMER][NEUTRAL] Yes please if I can please get a fax back.
[AGENT][POSITIVE] Absolutely. What was that fax number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm gonna read that back to make sure I heard that correctly. That was [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Alrighty, I will go ahead and send that now. I should get it within about 10 minutes or so. Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Um, that will be it. Thank you so much.
[AGENT][POSITIVE] Of course, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too, thank you.
[AGENT][POSITIVE] Thank you bye bye.