AccountId: 011433970860
ContactId: 656bce75-5e7e-4aba-8f27-865b22bf0c80
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 227660 ms
Total Talk Time (AGENT): 90720 ms
Total Talk Time (CUSTOMER): 41802 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/656bce75-5e7e-4aba-8f27-865b22bf0c80_20250103T18:41_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi there, my name's [PII]. I'm calling from Upper East Dental Innovations.
[AGENT][NEUTRAL] Mhm, how can I help you today, [PII]?
[CUSTOMER][NEUTRAL] So I need to know we're in network with this plan.
[AGENT][NEUTRAL] OK, absolutely, um, do you have a particular policy number you're looking at?
[CUSTOMER][NEUTRAL] Um, 02510213.
[AGENT][NEUTRAL] Alright, let me get that pulled up for you, and [PII], while I'm pulling up that policy, can I also get a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect and.
[AGENT][NEUTRAL] Your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], um, let's see [PII].
[AGENT][POSITIVE] Perfect, thank you so much. And give me a second.
[AGENT][NEUTRAL] All right, so this patient's policy um is
[AGENT][NEUTRAL] On the Carrington network, um, do you know if you're a Carrington provider?
[CUSTOMER][NEGATIVE] Uh no.
[AGENT][NEUTRAL] No, you're not a car.
[AGENT][NEUTRAL] provider?
[CUSTOMER][NEUTRAL] I have no idea.
[AGENT][NEUTRAL] Or no, you don't know. I'm sorry.
[CUSTOMER][NEUTRAL] I really don't know.
[AGENT][NEUTRAL] Oh, OK. Um.
[AGENT][NEUTRAL] All right, so they're partnered with the Carrington um PPO. however, utilization of a provider within the Carrington network is not required, so we're gonna honor benefits no matter where they go. They just might be eligible for additional discounts um if they see a Carrington network provider.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Was there anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] Um, can I have a fax back of this?
[AGENT][NEUTRAL] Uh fax back of benefits, you betcha. Give me one second.
[AGENT][NEUTRAL] And you want that made attention to yourself, [PII]?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Do you want me to make that fax attention to you?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what's the fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Nice.
[AGENT][POSITIVE] Perfect. I hit send on that right now. You should be able to receive that fax within 5 to 15 minutes.
[AGENT][NEUTRAL] And is there anything else I can do to help you today?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Oh, that'll be good.
[AGENT][POSITIVE] Alright perfect thank you so much for giving us a call here at APL. I hope you have a great day, [PII] and a [PII].
[CUSTOMER][POSITIVE] Thanks you too bye.
[AGENT][NEUTRAL] Bye bye.