AccountId: 011433970860
ContactId: 54c3aaf8-3cca-41a2-93ae-9790c5232215
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216009 ms
Total Talk Time (AGENT): 56372 ms
Total Talk Time (CUSTOMER): 39438 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/54c3aaf8-3cca-41a2-93ae-9790c5232215_20250616T13:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I was trying to verify dental coverage for a patient.
[AGENT][POSITIVE] I I can help you with eligibility. Can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And who am I speaking with?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], do you have the policy number?
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] 02625560
[AGENT][NEUTRAL] Give me just a second to pull that up.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] It looks like the policy is active with an effective date of [PII].
[AGENT][NEUTRAL] Did you want a fax back of benefits?
[CUSTOMER][POSITIVE] Yes ma'am, that would be awesome.
[AGENT][NEUTRAL] OK, give me just a moment.
[AGENT][NEUTRAL] And what's a good fax number to send this to?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Right, to confirm, I have [PII].
[AGENT][NEUTRAL] [PII], correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, [PII], I just sent that over. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No ma'am, that should take care um does he have out of network coverage with this policy?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, so we're not in and out of network. Uh, it does participate in the Carrington PPO network, but it's not a requirement, um, as long as the services are covered, we'll pay the benefits. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, alright, awesome thank you.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Uh huh.