AccountId: 011433970860
ContactId: 7ae2fe4d-c909-4b10-9726-1bcb92e8d236
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160139 ms
Total Talk Time (AGENT): 75550 ms
Total Talk Time (CUSTOMER): 44346 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/7ae2fe4d-c909-4b10-9726-1bcb92e8d236_20250424T15:31_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from Crys Dental. I'm just calling to see if a patient is if you guys are in network with us.
[AGENT][POSITIVE] OK, well, I can definitely help you with the um coverage. Can you repeat your name for me, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And the member's policy number?
[CUSTOMER][NEUTRAL] 02588606
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And I am showing the policy is active. It's been effective since [PII]. And you said you wanted to know if you all are in network for the policy?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK. So let me see.
[AGENT][NEUTRAL] I'm just pulling up the facts back. Hold on one moment.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] Um, so this policy is on the Carrington PPO network. Um, now Carrington is a different company, so we don't have access to their list of providers, but I can give you their phone number if you'd like to confirm. Um, however, if you're not a Carrington provider, the benefits are still the same.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, can I get that phone number?
[AGENT][NEUTRAL] Sure. It's [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And then I have to call them to see if we're a network correct?
[AGENT][POSITIVE] Mhm. That's correct.
[CUSTOMER][NEUTRAL] OK, is there any, can you tell me if there's um dental, um history on this patient or do they have to tell me that?
[AGENT][NEUTRAL] Oh no, that would be us. Hold on one moment, let me see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so, so far we have not processed any claims for the members, so there's no history with us on file.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that'll be it thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.