AccountId: 011433970860
ContactId: 5e6c4d62-4e68-437a-982c-c9321194c827
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101980 ms
Total Talk Time (AGENT): 46945 ms
Total Talk Time (CUSTOMER): 36343 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/5e6c4d62-4e68-437a-982c-c9321194c827_20250527T13:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is a dental provider. I'm just calling to make sure I'm in network with this patient of mine.
[AGENT][POSITIVE] All right, I'm happy to check on the patient. What's her policy number?
[CUSTOMER][NEUTRAL] Alright, the policy number is 802-624-516.
[AGENT][NEUTRAL] Alright, let me just pull that up here one moment please.
[CUSTOMER][NEUTRAL] OK, hello.
[AGENT][NEUTRAL] And then for documentation, can I get your first name?
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][NEUTRAL] Thank you. Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you. So patient is active. Effective date is [PII].
[AGENT][NEUTRAL] And the patient's plan does participate in the Carrington PPO network. however, a provider in that network is not required for usage.
[CUSTOMER][NEUTRAL] OK, um, can I just make sure I have the group number and policy then correct?
[AGENT][NEUTRAL] Yeah, absolutely, uh, group number I have on file is 70019.
[CUSTOMER][NEUTRAL] OK, yes, I have that and uh payer ID is 60801.
[AGENT][POSITIVE] Yes ma'am, that is correct and if you need we can also send a fax back with a breakdown.
[CUSTOMER][POSITIVE] Yes please can I have that?
[AGENT][NEUTRAL] Yep, what's your fax?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Give me about 5 minutes and you should have that. Is there anything else?
[CUSTOMER][POSITIVE] No, that'll be all thank you so much have a wonderful day.
[AGENT][NEUTRAL] You too bye bye.