AccountId: 011433970860
ContactId: 4d54ed69-8868-4c3b-b559-6d1c0f8e22ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 183899 ms
Total Talk Time (AGENT): 72914 ms
Total Talk Time (CUSTOMER): 56943 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/4d54ed69-8868-4c3b-b559-6d1c0f8e22ce_20250226T15:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello [PII], I was calling in to see if my provider would be in network.
[AGENT][NEUTRAL] OK, I can help you with your provider if they're in network or not. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Mhm. It's [PII]
[AGENT][NEUTRAL] OK, and then what, yes, sir, go ahead.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Callback number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is your policy number?
[CUSTOMER][NEUTRAL] So this is actually for a patient.
[AGENT][NEUTRAL] Oh, OK. All right. What's the, can I get the patient's name, date of birth, and policy number from you, please, [PII]?
[CUSTOMER][NEUTRAL] Let me see, I have
[CUSTOMER][NEUTRAL] Yeah, so this is under [PII].
[CUSTOMER][NEUTRAL] And for date of birth, I have that down as [PII].
[CUSTOMER][NEUTRAL] And for policy number.
[CUSTOMER][NEUTRAL] Looking at 0199.
[CUSTOMER][NEUTRAL] 7266.
[AGENT][NEUTRAL] OK and then what is the name of the facility you're calling from, sir?
[CUSTOMER][NEUTRAL] So this will be under [PII] City?
[CUSTOMER][NEUTRAL] Dental implants.
[CUSTOMER][NEUTRAL] and oral surgery.
[AGENT][NEUTRAL] OK, let me pull this policy up real quick.
[AGENT][NEUTRAL] OK, I do show that um [PII].
[AGENT][NEUTRAL] Does have an active policy. His effective date is [PII], and uh, he can use any provider that he wants to use. If you would like to give me your call uh I'm sorry, your fax number, I'll send you a fax back that has his complete benefit breakdown along with the fee schedule.
[CUSTOMER][NEUTRAL] Oh, I actually did get a fax earlier. I just didn't notice there's a fee schedule on there.
[AGENT][NEUTRAL] Right, it has the 80%, 20%.
[AGENT][NEUTRAL] At the top
[AGENT][NEUTRAL] What's, what's paid.
[CUSTOMER][NEUTRAL] Oh, gotcha.
[CUSTOMER][NEUTRAL] And are you guys using the Carrington network?
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, that should cover it.
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][POSITIVE] Well, thank you for your help.
[AGENT][POSITIVE] You're very welcome, [PII]. You have a great rest of your day and thanks for calling APL.
[CUSTOMER][POSITIVE] You too. Take care. Bye-bye.
[AGENT][NEUTRAL] You too, sir. Bye-bye.