AccountId: 011433970860
ContactId: acd9a621-707b-46cd-8885-e6f147c77968
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136960 ms
Total Talk Time (AGENT): 69367 ms
Total Talk Time (CUSTOMER): 71808 ms
Interruptions: 4
Overall Sentiment: AGENT=3.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/acd9a621-707b-46cd-8885-e6f147c77968_20250501T14:34_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APA. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] that's.
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. I'm calling from CNT Dental Care and I was calling to get eligibility and benefits for a patient.
[AGENT][POSITIVE] OK, well, I can definitely help you with the eligibility and benefits. And [PII], may I have a good contact number in case we're disconnected and then the policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, it's [PII], and the policy number is 02511270.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] Can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing the policy is active, it's been effective since [PII]. And did you need a copy of the fax back or you have particular questions or anything?
[CUSTOMER][NEUTRAL] You know I'm just a little.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] No, I was wondering if y'all could send a fax back to me.
[AGENT][NEUTRAL] Sure, what's a good fax number for you?
[CUSTOMER][NEUTRAL] I'm gonna put
[CUSTOMER][NEUTRAL] It's [PII]. You can.
[AGENT][NEUTRAL] And should I put attention, [PII]?
[AGENT][NEUTRAL] Alright, and that's [PII]?
[CUSTOMER][NEUTRAL] need to have the
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, so I'll go ahead and fax the fax back over to you now. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] Um, can you see if we're in network with the insurance?
[AGENT][NEUTRAL] So this particular policy doesn't have a network, but we do use the Carrington fee schedule.
[CUSTOMER][POSITIVE] OK perfect that's great.
[CUSTOMER][NEUTRAL] D
[AGENT][POSITIVE] And I just faxed it. I just pressed send, so you should be receiving that shortly. If you haven't received the fax back by the end of day today, just give us a call and we'll be more than happy to resend it for you.
[CUSTOMER][POSITIVE] All right perfect thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] No ma'am, that's it thank you bye.
[AGENT][POSITIVE] Alright, well thank you so much for calling APL. Bye bye.
[AGENT][POSITIVE] You're welcome bye bye