AccountId: 011433970860
ContactId: abdb9881-9465-4dc9-88a0-cfd4f76ceb1e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127360 ms
Total Talk Time (AGENT): 65382 ms
Total Talk Time (CUSTOMER): 35641 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/abdb9881-9465-4dc9-88a0-cfd4f76ceb1e_20250429T18:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm calling from a dental provider's office. I was needing to see if we were in network with this insurance.
[AGENT][POSITIVE] All right, [PII], happy to take a look. Do you have a policy number?
[CUSTOMER][NEUTRAL] Um, I have their member ID. Is that the, would that be the same?
[AGENT][NEUTRAL] It should be. What, what do you have there?
[CUSTOMER][NEUTRAL] It's 02609075.
[AGENT][NEUTRAL] OK. Yeah, that sounds like.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] The number I need here. All right. And then what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and birthday is [PII].
[AGENT][POSITIVE] Alright, thank you so much so let's see here.
[AGENT][NEUTRAL] Uh patient's plan is active. The effective date on here is [PII].
[AGENT][NEUTRAL] And let me pull up their plan. Let me pull up the facts back here one second.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, so it looks like the members policy participates in the Carrington PPO network. however, it's not required for usage. Uh, the plan pays by UCR, and if you guys need a fax back we could send that as well.
[CUSTOMER][NEUTRAL] OK, yes, please, um, our fax number is [PII].
[AGENT][NEUTRAL] OK, just to confirm I have [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, so I'll be sending that. Give it about 5 minutes. Is there anything else that you needed from this?
[CUSTOMER][NEUTRAL] Nope, that was it.
[AGENT][POSITIVE] All right. Have a good day, [PII].
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Bye bye.