AccountId: 011433970860
ContactId: a3df308a-00c5-43a5-9f60-367d062b0a65
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104410 ms
Total Talk Time (AGENT): 40359 ms
Total Talk Time (CUSTOMER): 52428 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/a3df308a-00c5-43a5-9f60-367d062b0a65_20250625T17:44_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I have a quick question. I have a patient who is coming in for some dental work and we're gonna be out of network for her, um, so I was just calling to see, um, does she have different coverage if we're not in network like her percentages or would they remain the same?
[AGENT][NEUTRAL] No, they would remain the same. Um, I can get that policy pulled up to verify, but is it with uh Carrington? Is she in the Carrington PPO network?
[CUSTOMER][NEUTRAL] Correct, we are, but we are no longer gonna be accepting carrying kitchen.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, no, that's fine so um we would still honor those claims regardless.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, so no change, no change.
[CUSTOMER][NEUTRAL] And uh.
[CUSTOMER][NEUTRAL] Percentage.
[CUSTOMER][NEUTRAL] OK and uh.
[CUSTOMER][NEUTRAL] Uh and not.
[CUSTOMER][NEUTRAL] OK, and then what fees, OK, so would, would she just pay 100% or whatever her percentages are of our fees?
[AGENT][NEUTRAL] Oh, it would still follow exactly what do you have the fax back? Did you get that information?
[CUSTOMER][NEUTRAL] up
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] OK, yeah, it would be the exact same um it's just that if the plan is in the or if the provider is within the Carrington [PII] network I believe they receive more of a discount um but either way that's it's going to be the same.
[CUSTOMER][POSITIVE] OK, OK, thank you so much for your help I appreciate it.
[AGENT][POSITIVE] You are very welcome of course have a great rest of your day.
[CUSTOMER][POSITIVE] Have a good day. You too, thank you.
[AGENT][POSITIVE] Thank you, bye bye.