AccountId: 011433970860
ContactId: 5619e4fc-1c4c-4a87-bcde-98ee474f4227
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 482059 ms
Total Talk Time (AGENT): 94288 ms
Total Talk Time (CUSTOMER): 101421 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/5619e4fc-1c4c-4a87-bcde-98ee474f4227_20250529T15:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, um, I'm so sorry, can you, can I put you on hold for just one moment?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Hello, I'm so sorry about that. Thank you for, um, just your patience. Um, I, my name is [PII]. I'm calling from a dental office. I just called to check on a specific question regarding the patient's plan.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I can help you with that, [PII]. Um, can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] Policy number.
[CUSTOMER][NEUTRAL] Just give me 1 2nd.
[CUSTOMER][NEUTRAL] Policy number is 02621847.
[AGENT][NEUTRAL] Alright, give me just a moment while I look that up.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] What questions did you have?
[CUSTOMER][NEUTRAL] Um, first thing was that, um, we actually don't have a website or an insurance card from the patient, um, so we couldn't find the information virtually. Um, you didn't mention the policy number earlier, would that be what we use instead of like an ID number, or would there be a separate ID number?
[AGENT][NEUTRAL] Um, no, you'll use the policy number, um, and what we can do is I can send you a fax back of everything that their, of their policy and what it covers.
[AGENT][NEUTRAL] Is that helpful?
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] Um, yes, um, if I can get that information, um, but my main question today was just to check if it was a PPO plan.
[CUSTOMER][NEUTRAL] Um, we're actually not too familiar with this insurance.
[AGENT][NEUTRAL] OK, um, so we don't go based off of the PPO network, um, as long as the services are services under their policy that's covered, we will honor that, um.
[AGENT][NEUTRAL] The policy, uh, however, this policy does, uh, participate in the Carrington PPO network. It's just not a requirement.
[AGENT][NEUTRAL] Because we go off of Carrington, so it goes off of per percentage of allowable.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, if I can just get the fax back of benefits as well, I can give the fax number.
[AGENT][NEUTRAL] OK, what's the fax number?
[CUSTOMER][NEUTRAL] Do you have about your IT.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, I have [PII], correct?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] I'm sorry, what's the question?
[AGENT][NEUTRAL] Oh, I was just repeating the fax number to make sure that it was correct. [PII], correct?
[CUSTOMER][NEUTRAL] Oh, I see, yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and I can send you that fax back. Give me just a moment.
[CUSTOMER][POSITIVE] OK thank you.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Gonna go ahead and send it while we're on the phone.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And how do you spell your name, [PII]?
[CUSTOMER][NEUTRAL] With uh [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. I just sent that fax.
[CUSTOMER][POSITIVE] OK, thank you for the information um I'll see if we get um that.
[AGENT][NEUTRAL] And is there
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Right, but that should be it.
[AGENT][NEUTRAL] Alright, is there anything else I can help you with today?
[CUSTOMER][NEGATIVE] Uh, no.
[AGENT][POSITIVE] Alright, thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Bye.