AccountId: 011433970860
ContactId: a1fa890a-df53-4ec8-99f4-26cd99a8b570
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 534799 ms
Total Talk Time (AGENT): 108351 ms
Total Talk Time (CUSTOMER): 96730 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/a1fa890a-df53-4ec8-99f4-26cd99a8b570_20250425T18:53_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I am calling from Brighton Dental and Orthodontics. Um, I was calling to check on a mutual patients, um, benefits.
[AGENT][NEUTRAL] OK, sure. I can assist you with benefits and I'm sorry, I didn't quite catch your name. Can you repeat or spell your name?
[CUSTOMER][NEUTRAL] Yes, of course, uh, the spelling is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Of course that is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, um, I don't have the policy number, but I do have his social. Would that suffice?
[AGENT][NEUTRAL] Um, yes, just give me one minute, let me pull another system where I can use the social.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK. You're welcome. I'm ready.
[CUSTOMER][NEUTRAL] Alright, that number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me repeat it that's um.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] What's the name of the patient?
[CUSTOMER][NEUTRAL] Um, it is uh [PII]
[AGENT][NEUTRAL] OK, what's the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, Miss [PII]. Um, do you wanna go ahead and get the policy number now?
[CUSTOMER][POSITIVE] Yes, if you don't mind.
[AGENT][NEUTRAL] I don't. OK. Let me know when you're ready.
[CUSTOMER][POSITIVE] I am ready.
[AGENT][NEUTRAL] OK, perfect. OK, we have um policy number 02497809.
[CUSTOMER][NEUTRAL] Alright, so it's 02497809.
[AGENT][NEUTRAL] That is correct, yes. And Ms. [PII], for the benefits you need the information given to you verbally or faxed over to you?
[CUSTOMER][NEUTRAL] Um, we can go ahead and does the fax have an itemized breakdown of procedures?
[AGENT][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] OK, um, we could do the fax.
[AGENT][NEUTRAL] Only the ones listed are the ones that we cover. I'm sorry.
[CUSTOMER][NEUTRAL] Perfect. No, you're fine. Um, yeah, a fax would suffice. Um, I just wanted to make sure that we were in network with this carrier. Um, are you able to check by provider?
[AGENT][NEUTRAL] Well, there's no network if the provider participates with Harrington, they can use their fee schedule, but it is not required because we're not contracted.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] OK, and which um fee schedule is it again?
[AGENT][NEUTRAL] Um, Carrington PPO.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][POSITIVE] Alright, yes, um, I can give you my fax number whenever you're ready.
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] Alright, that is gonna be [PII].
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] 253.
[CUSTOMER][NEUTRAL] 3558
[AGENT][NEUTRAL] OK, [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Do you mind holding for me while I send this out to you while I got you on the line?
[CUSTOMER][POSITIVE] Oh, I don't mind at all thank you.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Ms. [PII]. OK, I went ahead and send that over to you. It should be there in a few minutes. Is there anything else I'm gonna help you with today?
[CUSTOMER][POSITIVE] That is all thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Alright you as well.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mm bye.