AccountId: 011433970860
ContactId: 843dd9fb-dcc5-4d2b-ab69-79b155fc3445
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144410 ms
Total Talk Time (AGENT): 76700 ms
Total Talk Time (CUSTOMER): 67357 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/843dd9fb-dcc5-4d2b-ab69-79b155fc3445_20250410T17:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from a dental office. Um, our patient just left us this information, uh, as far as this being her new insurance plan, would you be able to like fax over benefits for us?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Absolutely I can send you a fax right, uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. Do you have that policy number?
[CUSTOMER][NEUTRAL] I do, um, it is 0260842 I'm sorry 929.
[AGENT][NEUTRAL] That was 02608929.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And uh what was the name and date of birth for the patient, please?
[CUSTOMER][NEUTRAL] So patient is [PII] and date of birth is [PII].
[AGENT][POSITIVE] Perfect. Alrighty, thank you so much for verifying that information. So this policy is active. Effective date was [PII]. And what was that fax number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm going to read that back, make sure I heard that correctly. That was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Alright, I will get this sent to you. Uh, I should get it within about 10 minutes or so. Was there anything else I could help you with? Yes.
[CUSTOMER][NEUTRAL] OK, [PII], I.
[CUSTOMER][NEUTRAL] Yes, I have a question because I'm not familiar. This is the first time I've heard of this plan, um, but she was indicating that she looked online and then we were in network would you verify that for me please?
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, so this policy does, uh, participate in the Carrington PPO network. Um, however, the utilization of a provider within the Carrington network is not required, that's just what it's a part of.
[CUSTOMER][POSITIVE] OK, so we, uh, doctor is in network with the Carrington plan, so, um, I'm assuming that's where she saw the in network. So perfect. Thank you so much for that. I appreciate your help.
[AGENT][POSITIVE] Awesome.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Of course, yeah, thanks for giving us a call. I hope you have a great rest of your day. Yes, yes.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] And, and on the, I'm just sorry, on the fax back again I'm I'm so used to dealing with the same companies over and over it'll have the payer ID and address on there.
[AGENT][NEUTRAL] No, you're fine.
[AGENT][NEUTRAL] You're OK. Sure.
[AGENT][POSITIVE] Absolutely and we've also got a fax number listed there as well.
[CUSTOMER][POSITIVE] Thank you so much [PII] have a great rest of your day.
[AGENT][POSITIVE] You are very welcome. You too. Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye.