AccountId: 011433970860
ContactId: adcc2d0e-e3c4-498c-b29d-e15cc37695c9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 322279 ms
Total Talk Time (AGENT): 98262 ms
Total Talk Time (CUSTOMER): 80085 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=2.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/adcc2d0e-e3c4-498c-b29d-e15cc37695c9_20250403T15:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling from a dental provisor's office, and I was calling to see, um, make sure that this patient plan is, um, in network with us and then also to get a breakdown of the patient's benefits.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with um both the network and benefits. Can I please get your callback number just in case the call gets disconnected?
[CUSTOMER][POSITIVE] OK great.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Thank you ma'am and then can you give me the name of the office you're calling from?
[CUSTOMER][NEUTRAL] North Point Dental Care.
[AGENT][NEUTRAL] OK, thank you. And what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, the patient is [PII]. His date of birth is [PII].
[CUSTOMER][NEUTRAL] And that policy number is 026-063993.
[AGENT][NEUTRAL] OK, let me look him up real quick.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy.
[CUSTOMER][POSITIVE] Great.
[AGENT][NEUTRAL] That the policy
[AGENT][NEUTRAL] 25
[AGENT][NEUTRAL] And if you can give me your fax number, I'll send you the benefit breakdown and the fee schedule for this insured.
[CUSTOMER][POSITIVE] OK great.
[CUSTOMER][POSITIVE] Yes, absolutely.
[CUSTOMER][NEUTRAL] And that number is 260.
[CUSTOMER][NEUTRAL] 427.
[AGENT][NEUTRAL] Oh, OK, can you repeat it?
[CUSTOMER][POSITIVE] I wanna say 721 7 yeah, absolutely.
[CUSTOMER][NEUTRAL] OK, here we are.
[AGENT][NEUTRAL] Can you repeat? OK.
[CUSTOMER][NEUTRAL] That fax number is 260482.
[CUSTOMER][NEUTRAL] 721 7.
[AGENT][POSITIVE] 72, you were, you were right on the money. You had it in your head.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold while I get that fax ready for you um and just so you know to answer your um network question the insured can use any provider they want to use we go off of the UCR um fee schedule it is um associated with Carrington, but it doesn't have to be billed by Carrington if that makes sense, um, but that'll be on the fax back for you also.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, yeah that makes sense.
[CUSTOMER][POSITIVE] OK, alright, great.
[AGENT][NEUTRAL] OK, it's gonna be a brief hold while I get that ready for you. I'll be right back.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, Ms. [PII], I have that fax on its way to you now.
[CUSTOMER][POSITIVE] OK great thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No, that should be all thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL you have a great day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Mm