AccountId: 011433970860
ContactId: 67ca2a98-8993-47cb-93cf-2cc2b60872da
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150229 ms
Total Talk Time (AGENT): 40308 ms
Total Talk Time (CUSTOMER): 57650 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/67ca2a98-8993-47cb-93cf-2cc2b60872da_20250506T16:54_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from, uh, dental office regarding one of our patients. They have a Carrington Dental insurance. I'm just trying to get it verified, um, ask some benefit questions.
[AGENT][NEUTRAL] OK, I can help you with dental benefits. May I please get your callback number and the name of the office you're calling from, please?
[CUSTOMER][NEUTRAL] [PII] and I'm calling from Comprehensive Dental and implant Center.
[AGENT][NEUTRAL] OK, thank you. And what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK. So the name is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Member ID.
[CUSTOMER][NEUTRAL] 496-492-19
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, that is not one of APL policy numbers. Do you see another policy number?
[CUSTOMER][NEUTRAL] Um, this is the Carrington dental plan. Am I calling the right phone number?
[AGENT][NEUTRAL] No, ma'am. No, ma'am. This is [PII].
[CUSTOMER][NEUTRAL] OK, do you?
[CUSTOMER][NEUTRAL] have the phone number for Carrington because this is what showed up on the website when I put a Carrington provider lines.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Let me see if I can find the number for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, I don't have Carrington's number.