AccountId: 011433970860
ContactId: 8aaf61ea-dcda-421d-92d1-5f4007c4afb9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191330 ms
Total Talk Time (AGENT): 81219 ms
Total Talk Time (CUSTOMER): 59850 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/8aaf61ea-dcda-421d-92d1-5f4007c4afb9_20250508T14:56_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I'm calling from Castle Dental, the [PII] office. Um, I needed to ask you guys a question regarding the insurance that we have on file for a patient here with us. Um, I just wanted to double check the fee schedule that we would be using.
[AGENT][NEUTRAL] OK, so you're needing to verify what the schedule is used on a dental plan? That's all you're needing? Yes, ma'am. OK. And I'm so sorry. What was your first name again?
[CUSTOMER][POSITIVE] Correct, yes ma'am.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK. Thank you. And what is your callback number, please?
[CUSTOMER][NEUTRAL] [PII] no extension just option number 2.
[AGENT][NEUTRAL] OK, thank you. And what is the member's policy number, please, [PII]?
[CUSTOMER][NEUTRAL] 02603732
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] And to maintain the information provided will be a verification of benefits and not a guarantee of payment. What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII] and it's [PII], uh date of birth [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so this plan is under the Carrington PPO network.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] However, they're not required to use the Carrington provider, but yes, ma'am, it is Carrington, and that should be on the fax back information as well.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Perfect, perfect, perfect. I just wanted to double check.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And then um if there's any way possible if I could just get a reference number for the call that would be it.
[AGENT][NEUTRAL] Absolutely, you'll use my name that I gave you along with today's date and then [PII], if you will end up filing a claim with us, um,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Once the claim has been processed by APL, we do have a portal in which you should also be able to check claim status in, and the website for that is secured.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Perfect perfect OK all right thank you so much for your help I appreciate it.
[AGENT][POSITIVE] All right. Well, you are certainly very welcome. So again, anything else I can help you with?
[CUSTOMER][NEUTRAL] No ma'am, that was all.
[AGENT][POSITIVE] OK, [PII], well thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] You as well thank you.
[AGENT][POSITIVE] Yes, ma'am. Thank you too.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] All right, bye-bye.