AccountId: 011433970860
ContactId: 59d81c1b-065b-467b-957d-e2a820fd1ae6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 319700 ms
Total Talk Time (AGENT): 131289 ms
Total Talk Time (CUSTOMER): 65844 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/59d81c1b-065b-467b-957d-e2a820fd1ae6_20250326T17:46_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I wanted to see if you can check if we're in network with the policy here and if I can get the payer ID as well.
[AGENT][NEUTRAL] OK, so you have a question regarding your provider being in network or not and also needing the payer ID is that correct?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes
[AGENT][POSITIVE] Yes ma'am, I can help you and who am I speaking with?
[CUSTOMER][NEUTRAL] With [PII].
[AGENT][NEUTRAL] I'm so sorry. What was your name again?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I cut off, but I think I did hear [PII], yes.
[AGENT][NEUTRAL] I know.
[AGENT][POSITIVE] Thank you. And then what is a good callback?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And the phone number is [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Thank you. And the member's policy number, please, [PII]?
[CUSTOMER][NEUTRAL] It is 02596162.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] And any information that I do provide for you today would be a
[AGENT][NEUTRAL] Verification of benefits and not a guarantee of payment. What is your date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so he is a subscriber on this dental policy, and [PII], this plan is part of the Carrington.
[AGENT][NEUTRAL] At work?
[AGENT][NEUTRAL] And if you're needing to know if you're, yes, ma'am.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] This is a Carrington PPO plan, however, they are not required to use a Carrington provider.
[AGENT][NEUTRAL] Network provider.
[CUSTOMER][NEUTRAL] OK, so if we're like in network through connection that would be OK to use that you schedule then.
[AGENT][NEUTRAL] You're saying you are a member of Carrington?
[AGENT][NEUTRAL] Or you're not.
[CUSTOMER][NEUTRAL] Well, we switched over to connection dental, so I wasn't sure if we were still in network with Carrington or if we should be using the connection dental.
[AGENT][NEUTRAL] OK, so now that would
[AGENT][NEUTRAL] Be a question that you would actually need to speak with Carrington about their phone number if you don't have it.
[AGENT][POSITIVE] And I can also connect you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But the payer ID.
[AGENT][NEUTRAL] It's going to be 64556.
[AGENT][NEUTRAL] I'm so sorry, let me get back. Yes.
[AGENT][NEUTRAL] Let me look, let me
[AGENT][NEUTRAL] Double check one thing.
[CUSTOMER][POSITIVE] Of course, take your time.
[AGENT][NEUTRAL] Actually for this needs to have to use the PR 60801.
[CUSTOMER][NEUTRAL] It is 60801?
[AGENT][POSITIVE] Yes, ma'am, that is correct. Uh-huh.
[CUSTOMER][POSITIVE] OK, perfect. And what would be that Carrington phone number I can call?
[AGENT][NEUTRAL] It is [PII].
[AGENT][POSITIVE] And I'll be happy to connect you
[CUSTOMER][POSITIVE] OK perfect that would be greatly appreciated if you can.
[AGENT][NEUTRAL] If you would like.
[AGENT][POSITIVE] Oh yes, yes ma'am, I'll be happy to do that. And one last thing, [PII], should you all end up filing a
[AGENT][NEUTRAL] Claim for this assess the claim we do have a portal that you should be able to check claim status in.
[AGENT][NEUTRAL] And that website for our portal is secured. [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] All right. OK. Well, is there anything else again before I connect you over with Carrington?
[CUSTOMER][POSITIVE] Uh, no, that would be all. Thank you so much, [PII].
[AGENT][POSITIVE] Oh well you're very welcome and thank you again for calling APL. I hope you have a.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Great