AccountId: 011433970860
ContactId: 706a6567-f1d7-460a-812e-5fd17cef1032
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109080 ms
Total Talk Time (AGENT): 46943 ms
Total Talk Time (CUSTOMER): 48494 ms
Interruptions: 0
Overall Sentiment: AGENT=3.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/706a6567-f1d7-460a-812e-5fd17cef1032_20250415T22:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, so I'm calling from Mile Square Park Family Dental. Um, I just need to assure that, um, this patient's insurance is a PPO.
[AGENT][NEUTRAL] OK, yeah, I can get that policy pulled up and see uh if that is a PPO um we do have a couple of different kinds. What was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Uh huh, it is um 02147862.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] His name is [PII] and his birthday is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so this policy is active. Effective date was [PII], and so this policy, uh, participates in the Carrington PPO network. Uh, and if you'd like, I can send you the fax back that shows all of the covered procedures and benefit information.
[CUSTOMER][NEUTRAL] I have all the benefits, um, but it can be used in our office, right? It doesn't have to be like a Carrington, OK.
[AGENT][POSITIVE] Absolutely.
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][POSITIVE] Perfect, yeah, that's all I needed to know. Thank you so much.
[AGENT][POSITIVE] OK, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you bye bye.