AccountId: 011433970860
ContactId: a71c51cb-2f61-4dbd-9f7e-34776a760e84
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195339 ms
Total Talk Time (AGENT): 100387 ms
Total Talk Time (CUSTOMER): 62714 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/a71c51cb-2f61-4dbd-9f7e-34776a760e84_20250612T16:43_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I am calling from a provider's office to get um insurance verification on a patient and break down of coverage.
[AGENT][POSITIVE] Alright. Happy to verify benefits. Do we have their policy number?
[CUSTOMER][NEUTRAL] Um, I have their social.
[AGENT][NEUTRAL] OK, we can try by that. What's your social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Give me just a moment. Let me take a look for that.
[CUSTOMER][NEUTRAL] I could not for the life of me hear what his last name was, but I do have his first name and his birthday.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What is the first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Last name looks like [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And are you looking for dental or medical? I'm sorry.
[CUSTOMER][NEUTRAL] Dental dental.
[AGENT][NEUTRAL] OK. Patient is active. Effective date is [PII]. Would you like the policy number also?
[CUSTOMER][POSITIVE] Yeah, that, that'll be good.
[AGENT][NEUTRAL] OK. Alright. Policy number is gonna be 02625540.
[AGENT][POSITIVE] And I can also send you a fax back with a breakdown if that's helpful.
[CUSTOMER][POSITIVE] Yes, that'd be great.
[AGENT][NEUTRAL] OK, give me just.
[CUSTOMER][NEUTRAL] Does this follow a um a network or?
[AGENT][POSITIVE] I believe this one participates in the Carrington PPO network, yep, it does.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It just pays by UCR. Go ahead.
[CUSTOMER][NEUTRAL] Can you
[CUSTOMER][NEUTRAL] Can you um.
[CUSTOMER][NEUTRAL] Can you verify that we're in network with them?
[AGENT][NEUTRAL] Network's not required for usage honestly it just pays by UCR if it's not.
[CUSTOMER][NEUTRAL] If I give you our tax
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well, we, we're in Carrington. I just wanted to make sure that he'd get that network benefit with us.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah if you guys participate in that network it should apply to this it just is not required for usage.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What's a good fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] The only thing that won't be on the fax back is the amount used for the year and amount remaining so their calendar year max on here is $750 and they have a $50 deductible. They have both remaining for the year. They have not met anything.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then just give it about 5 minutes for the facts, OK?
[CUSTOMER][POSITIVE] Great I appreciate your help.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Sorry