AccountId: 011433970860
ContactId: 4334d0e1-b5b0-44bd-9899-32e403b83061
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118319 ms
Total Talk Time (AGENT): 51030 ms
Total Talk Time (CUSTOMER): 53140 ms
Interruptions: 0
Overall Sentiment: AGENT=3.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/4334d0e1-b5b0-44bd-9899-32e403b83061_20250121T19:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] with Rowland Family Dentistry, and I just need to get an insurance breakdown for a patient that's coming in today.
[AGENT][POSITIVE] OK, I'm happy to help with that. [PII]. What is their policy number?
[CUSTOMER][NEUTRAL] OK, I've got 02576641.
[AGENT][NEUTRAL] Alright let me pull that up here and do you have a callback number please?
[CUSTOMER][NEUTRAL] Um, yes ma'am, it's area code [PII].
[AGENT][POSITIVE] Thank you so much. And then if I could get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] All right, it's [PII]
[CUSTOMER][NEUTRAL] And his date of birth is, let me see if I grab that.
[CUSTOMER][NEUTRAL] Let's see here.
[CUSTOMER][NEUTRAL] His date of birth is [PII].
[AGENT][POSITIVE] Thank you so much. So the patient plan is active. The effective date is [PII], and then if you need, I can send a fax back with the breakdown of benefits also.
[CUSTOMER][NEUTRAL] Huh.
[CUSTOMER][POSITIVE] Of course that would be fantastic.
[AGENT][POSITIVE] Awesome. Alright, what is a good fax number, Summer?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] All right. I will get that sent over. Should be there in about 5 minutes. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No ma'am, that's it. And oh, I'm sorry, do you guys fall is it just gonna be, um, is it y'all fall under Carrington fee schedule?
[AGENT][NEUTRAL] So it looks like the policy participates in that PPO network. The plan itself, it looks like pays by UCR.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK alrighty thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] Um, uh-huh.
[AGENT][NEUTRAL] Oh