AccountId: 011433970860
ContactId: 75a270d1-bfc9-43ce-bbf4-0fa69f2a044c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 342950 ms
Total Talk Time (AGENT): 96452 ms
Total Talk Time (CUSTOMER): 66227 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/75a270d1-bfc9-43ce-bbf4-0fa69f2a044c_20250311T17:28_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah, I'm just calling from a dental office. I was just hoping to get a plan breakdown for a patient.
[AGENT][POSITIVE] OK, sure, I can assist you with the breakdown of benefits. And may I have your name?
[CUSTOMER][NEUTRAL] Yeah my name is [PII].
[AGENT][NEUTRAL] OK, and you're calling from which facility? What's the name of the facility?
[CUSTOMER][NEUTRAL] Rustle Modern Dentistry.
[AGENT][POSITIVE] Thank you and may I have a callback number just in case we get disconnected, Mister [PII].
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah, it's 0245677777.
[AGENT][NEUTRAL] Thank you. What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you, Mr. [PII], and you need this information given to you verbally or faxed over to you?
[CUSTOMER][NEUTRAL] Um, you can fax it. I called earlier for a fax, and it didn't and didn't come through, so I'm wondering if we had the number wrong, so we can try that again if you want.
[AGENT][NEUTRAL] OK, sure, yes, I can go ahead and send it right now as we speak. What is the fax number?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Bear with me, let me go ahead and send this out right now.
[AGENT][POSITIVE] I'm sorry for that.
[CUSTOMER][POSITIVE] No worries.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] I'm waiting on the system it's gonna be a minute.
[CUSTOMER][POSITIVE] No worries.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] That's [PII].
[CUSTOMER][POSITIVE] Mhm correct.
[AGENT][NEUTRAL] Let me see if it went through one moment.
[AGENT][NEUTRAL] You sending it.
[AGENT][NEUTRAL] Sometimes it's been that really quick and sometimes it takes a little bit, so it's taking a little bit.
[AGENT][NEUTRAL] Um, it will let me know when it is sent out, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you have questions before you get in?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, I, yeah, I'll, I can just wait and see if it comes through and then if not I can call back again and we can always just go through everything over the phone, um.
[CUSTOMER][NEUTRAL] Does it say or do you know like can you see as our like provider in network with this plan?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Oh, with this one, there's no network, and they can go to any dentist if the provider participates with Carrington PPO network, they can use that fee schedule. If not, we pay on the usual and customary rate UCR.
[CUSTOMER][POSITIVE] OK, OK, sounds good yeah I'll just, yeah, wait a little bit hopefully it comes through this time and yeah if not I can call back later and just get it over the phone but thank you so much for your help.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome, Mr. [PII] and thank you for calling APO. Have a good afternoon.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you. Bye-bye.