AccountId: 011433970860
ContactId: 7950d17e-e0c8-4fe4-9656-837889803969
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 233080 ms
Total Talk Time (AGENT): 96610 ms
Total Talk Time (CUSTOMER): 55507 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/7950d17e-e0c8-4fe4-9656-837889803969_20250415T16:45_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I just uh have a few questions to find out if our um office is in network for a patient.
[AGENT][NEUTRAL] OK, you have a question regarding whether your office is in network. Is that what you need information regarding?
[CUSTOMER][NEUTRAL] Yeah, just to start with and I have a few questions after that as well.
[AGENT][NEUTRAL] OK, so I'll partially be able to help you with that question. So first off, who am I speaking with?
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] Thank you and [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number, [PII]?
[CUSTOMER][NEUTRAL] Um, policy number 02584689.
[AGENT][NEUTRAL] OK thank you one moment while I get the member's information pulled up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] This is on a dental policy?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and any information that I provide for you, [PII] will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so I do show first off that he is a dependent on this dental plan and this policy is active with an effective date of [PII], I'm sorry, [PII].
[AGENT][NEUTRAL] And this plan participates in the Carrington network. However, they are not required to use the Carrington provider. Now if you have questions regarding um whether you all are in network with Carrington, I can provide you their phone number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] So the phone phone number for Carrington is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] One second real quick, sorry.
[AGENT][NEUTRAL] Yeah, sure, yeah, no, you're fine.
[CUSTOMER][NEUTRAL] OK, um, I'm gonna actually have to call you back. I'm gonna call Carrington and find out if we're in network first.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Would you like for me to connect you over to Carrington? I can do that.
[CUSTOMER][NEUTRAL] Um, that's OK. We have, uh, another team member working on it.
[AGENT][NEUTRAL] Oh, OK. All right. Well, was there any other information that I could help you with at the moment, [PII]?
[CUSTOMER][NEUTRAL] Um, I think that's it for right now.
[AGENT][POSITIVE] OK, then. Well, if that's all I can help you with, thank you again for calling APL and I hope you have a very nice afternoon.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Yeah, thank you very much. Bye-bye.