AccountId: 011433970860
ContactId: 5794b868-e44f-42c6-aff8-226d4583b629
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141490 ms
Total Talk Time (AGENT): 63532 ms
Total Talk Time (CUSTOMER): 44268 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/5794b868-e44f-42c6-aff8-226d4583b629_20250519T19:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm a provider just calling to check benefits on a patient here in the office.
[AGENT][POSITIVE] Alright, I'm happy to check on benefits. What is the policy number?
[CUSTOMER][NEUTRAL] Policy number.
[CUSTOMER][NEUTRAL] 2 sorry, 02612980.
[AGENT][POSITIVE] All right, thank you. Let me pull that up.
[AGENT][NEUTRAL] And what is the patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII], date of birth [PII].
[AGENT][NEUTRAL] Thank you. And are we looking for medical or dental coverage?
[CUSTOMER][NEUTRAL] Uh, dental.
[AGENT][NEUTRAL] OK, so patient does have an active plan. The effective date on here is [PII].
[CUSTOMER][NEUTRAL] Am I able to get a fax of benefits?
[AGENT][POSITIVE] Yeah, absolutely. What's a good fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Should we mark attention to anybody on that?
[CUSTOMER][NEGATIVE] Uh, no.
[AGENT][NEUTRAL] Alright, so give me about 5 minutes and that should be over there. Is there anything else that we can check on for you?
[CUSTOMER][NEUTRAL] Um, just to verify that is this a PPO plan?
[AGENT][NEUTRAL] Let me see, I think it does. This one does participate and then there's network, but let me double check one sec.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So the members plan does participate in the Carrington PPO network. however, it's not required for any sort of usage.
[CUSTOMER][NEUTRAL] OK and then um are you also able to check if we're within the network?
[AGENT][NEUTRAL] Um, yeah, I mean, we don't generally just because there's no network required. The plan itself just pays by UCR.
[CUSTOMER][NEUTRAL] Oh I see OK.
[CUSTOMER][POSITIVE] Perfect. OK, thank you for your time, ma'am.
[AGENT][POSITIVE] You're welcome. Have a great day.
[CUSTOMER][NEUTRAL] You too. Goodbye.
[AGENT][NEUTRAL] Bye bye.