AccountId: 011433970860
ContactId: 4b23e174-1ea5-4a08-ad13-5db6b03bd6c3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179289 ms
Total Talk Time (AGENT): 45094 ms
Total Talk Time (CUSTOMER): 68501 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/4b23e174-1ea5-4a08-ad13-5db6b03bd6c3_20250506T21:35_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], this is [PII] from provider office, checking for patient eligibility and benefits.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility and benefits. Do you have a policy number?
[CUSTOMER][NEUTRAL] Yes, definitely the patient's policy number will be
[CUSTOMER][POSITIVE] Um, one moment, please. Thank you for patiently waiting. 02616198.
[AGENT][NEUTRAL] And you have a callback number?
[CUSTOMER][NEUTRAL] Yes, [PII] direct line.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] The patient named [PII] was born.
[CUSTOMER][NEUTRAL] Date of birth of
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Her policy is effective [PII]. It's currently active.
[AGENT][POSITIVE] And I can fax you all the benefits.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there something specific you need on the phone?
[CUSTOMER][NEUTRAL] Uh, yes. I need to know, it's a dental PPO plan?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] It's a dental PPO plan?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, I need to know the participation of provider considered in the out of network.
[AGENT][NEUTRAL] Um, you'd have to call Carrington to check your network status. We don't have that information.
[AGENT][NEUTRAL] You want me to transfer you over there?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Uh, no need. I just need to know one more question.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Does the, does the patient have automatic benefits as well?
[AGENT][NEUTRAL] Um, the patient has no history, so she's got full benefits available.
[CUSTOMER][NEUTRAL] Uh, no, I need to know the patient has both in, in and out of benefits.
[AGENT][NEUTRAL] But but in or out of network benefits.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So yes, they have both in and out of network.
[CUSTOMER][NEUTRAL] Oh, OK. Thank you, [PII]. I think uh that's it from my end. Can I get the
[CUSTOMER][NEUTRAL] They grab your bags back.
[AGENT][NEUTRAL] Yes, what's your fax number?
[CUSTOMER][NEUTRAL] 469
[CUSTOMER][NEUTRAL] 281-048-3
[AGENT][NEUTRAL] OK, and then put that to your attention.
[CUSTOMER][NEUTRAL] Yes, put my name, [PII].
[AGENT][NEUTRAL] OK, [PII], I'll get that faxed over. It just takes about 5 minutes.
[CUSTOMER][POSITIVE] Sure, [PII]. I think that's it for me. Thank you so much. Bye for now.
[AGENT][POSITIVE] Thanks for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.