AccountId: 011433970860
ContactId: 6ce75456-aeee-4c50-9147-9ece1b697748
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103430 ms
Total Talk Time (AGENT): 46424 ms
Total Talk Time (CUSTOMER): 47211 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/6ce75456-aeee-4c50-9147-9ece1b697748_20250224T19:30_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII] at Dallas Street Dental. I'm needing to check eligibility on a patient.
[AGENT][NEUTRAL] OK, can I help you, [PII], what's the policy number?
[CUSTOMER][NEUTRAL] It is 02588327.
[AGENT][NEUTRAL] And I'll get phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And if you can verify the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Yes, um [PII], date of birth [PII]. Well, no, that's not date of birth. I'm sorry.
[CUSTOMER][NEUTRAL] Um, well.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] All right, thank you for that. And you said that you're needing just to confirm eligibility dates?
[CUSTOMER][NEUTRAL] Um, yes.
[AGENT][NEUTRAL] OK, I have that information for you. So this policy became effective [PII], and I show it's active at this time. And any other questions, Ms. [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And this is for dental correct?
[AGENT][NEUTRAL] It is dental. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, um, and do you happen to know if we are in network with this plan?
[AGENT][NEUTRAL] I can tell you the name of the network of contracted providers, but unfortunately we do not have a list of those providers. um Carrington is the network of contracted providers.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, alright, I am, yes.
[AGENT][NEUTRAL] familiar with Carrington?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All righty.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][POSITIVE] Uh, you're welcome, [PII]. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.