AccountId: 011433970860
ContactId: b03d0705-8ca5-49b8-b9f9-c3fc30df5e89
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196429 ms
Total Talk Time (AGENT): 62078 ms
Total Talk Time (CUSTOMER): 69952 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/b03d0705-8ca5-49b8-b9f9-c3fc30df5e89_20250625T22:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Community Health Center, um, and I'm just calling to verify dental benefits for a member.
[AGENT][NEUTRAL] Hi, [PII], I can help you with benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah, uh, [PII].
[AGENT][NEUTRAL] And do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Yes, it's uh 026-07855.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] This would be [PII], uh, birthday [PII].
[AGENT][NEUTRAL] OK, uh, give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I
[AGENT][NEUTRAL] Let
[AGENT][NEUTRAL] OK, um, looks like the policy is effective and active [PII].
[AGENT][NEUTRAL] And then I can send over a fax back that outlines all the benefits, um, frequency, duration and codes, um, unless there's something you need to go over on the phone.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Oh, that would be great.
[CUSTOMER][NEUTRAL] No, no, no, uh, just general benefits should be fine.
[AGENT][NEUTRAL] And then [PII], what's your fax number?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, that's [PII].
[CUSTOMER][POSITIVE] Correct, yeah.
[AGENT][NEUTRAL] Um, and then just to let you know he doesn't have any history at all, so, um, he would have his full benefits of it.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Perfect, are you able to um verify or see if we're an out of network provider?
[AGENT][NEUTRAL] Um, it looks like the network is.
[AGENT][NEUTRAL] Sure
[AGENT][NEUTRAL] Uh, the network is Carrington, and I can't see if you're in network, um, but I can um transfer you over to Carrington or give you their number.
[CUSTOMER][NEUTRAL] Um, no, I actually think we're out of network with Carrington, so does the, um, fax back happen to say if the plan has out of network benefits?
[AGENT][NEGATIVE] They do have out of network benefits.
[CUSTOMER][NEUTRAL] Or are you able to tell me they do is it the same as in?
[AGENT][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] OK, OK, perfect. I just wanted to verify um OK I think that's all that I needed uh are you able to provide me a call reference number?
[AGENT][NEUTRAL] Yes, it's just my name, [PII], first initial to last name, [PII], and today's date.
[CUSTOMER][POSITIVE] Perfect. OK, thank you so much for your help, [PII]. I really appreciate it.
[AGENT][POSITIVE] Hi, thanks for calling APL. Have a good evening.
[CUSTOMER][NEUTRAL] You too bye bye.