AccountId: 011433970860
ContactId: b1eb3578-b498-4e0a-9e5f-edb69a3b428f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 460130 ms
Total Talk Time (AGENT): 97057 ms
Total Talk Time (CUSTOMER): 43117 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=-2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/b1eb3578-b498-4e0a-9e5f-edb69a3b428f_20250514T18:54_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII]. I'm calling from K3 Dental. I'm trying to get a benefit breakdown for a patient to see if we are also in network.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] OK, sure, I can assist you with benefits and network information, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Uh, policy number is 02571747.
[AGENT][NEUTRAL] What's the name of the facility you're calling from from my notes?
[CUSTOMER][NEUTRAL] K3 dental
[AGENT][NEUTRAL] I'm sorry, you said Cape Tree?
[CUSTOMER][NEUTRAL] Yes, the letter K the number 3 gentle.
[AGENT][POSITIVE] OK, great. OK, thank you.
[AGENT][NEUTRAL] All right. And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Perfect, thank you. All right, and before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. And this one doesn't have any networks. If the provider participates with Carrington, they can use their fee schedule, but it is not required.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, for the benefits, do you need this information given to you verbally or faxed over to you?
[CUSTOMER][NEUTRAL] Can I get it faxed over and also if she has a waiting period?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, there's no waiting period on this one. There's no major service on this one. So this one only covers preventative radiograph, FMX, basic expense, and basic restorative expense only.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, what is the fax number?
[CUSTOMER][NEUTRAL] It is 209.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me repeat it back to you. That's [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you. And OK, so let me go ahead and send this out to you while I got you on the line. Do you mind holding for me?
[CUSTOMER][NEUTRAL] Yes, that's fine.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me. Yeah, I went ahead and send that over to you. It should be there in a few minutes. Is there anything else I'm gonna help you with today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, that should be all for now.
[AGENT][POSITIVE] OK. Well, thank you for calling ATL. Have a good afternoon, Ms. [PII].
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] OK, you're welcome bye bye.