AccountId: 011433970860
ContactId: 8dde035c-dd68-4a90-9193-616fc759ad55
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122870 ms
Total Talk Time (AGENT): 65087 ms
Total Talk Time (CUSTOMER): 35500 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/8dde035c-dd68-4a90-9193-616fc759ad55_20250527T13:34_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling for a dental provider. I need to make sure we're in network with this insurance that my client gave me.
[AGENT][NEUTRAL] OK, I can help you with the network and my name may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yes, it's [PII], and the policy number is 02624516.
[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][POSITIVE] Yes, give me one second, I'm sorry.
[AGENT][NEUTRAL] Sure, you're fine.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] It's [PII] and then [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing the policy is active. It's been effective since [PII]. The policy itself is on the Carrington PPO network, but um if you're not a Carrington provider, the benefits are still the same. Um now because Carrington is a different company, we don't have access to the list of providers, but I can give you their number if you'd like to check with them.
[CUSTOMER][NEUTRAL] Um, so I have to call a different number to see for a network.
[AGENT][NEUTRAL] Right, because this is the insurance company, the product is Carrington, so we don't have access to their list of providers, but I can give you their customer service number.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] Yeah, what's the number?
[AGENT][NEUTRAL] It's 800.
[AGENT][NEUTRAL] 290.
[AGENT][NEUTRAL] 0523.
[CUSTOMER][POSITIVE] OK, great, thank you so much.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's all. Thank you. Have a wonderful day.
[AGENT][POSITIVE] Alright, thanks for calling APO. You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] OK