AccountId: 011433970860
ContactId: b21160ad-3e65-4bae-9f97-c56a7f4899ff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171020 ms
Total Talk Time (AGENT): 70020 ms
Total Talk Time (CUSTOMER): 43518 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/b21160ad-3e65-4bae-9f97-c56a7f4899ff_20250604T13:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, my name is [PII]. I'm calling from a provider's office, and I just wanted to um check eligibility for a patient's policy please.
[AGENT][POSITIVE] All right. Happy to check eligibility, [PII]. Can I get the policy number?
[CUSTOMER][NEUTRAL] 02617364
[AGENT][NEUTRAL] Thank you. And then patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, patient's name is [PII].
[CUSTOMER][NEUTRAL] And his date of birth is [PII].
[AGENT][POSITIVE] Perfect. Thank you. And are we looking for medical coverage or dental?
[CUSTOMER][NEUTRAL] Dental.
[AGENT][NEUTRAL] OK. So patient does have an active plan. It looks like the effective date on here is [PII].
[AGENT][POSITIVE] And I can give you a verbal breakdown or we can also send a fax back with a breakdown of benefits, whatever works best for you.
[CUSTOMER][NEUTRAL] OK, um, I first wanted to check to see if we were considered in network with this patient's plan.
[AGENT][NEUTRAL] OK, let me see. I don't think this patients plan actually requires network for usage.
[AGENT][NEUTRAL] Give me just a second here.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yeah, so it looks like the members plan does participate in the Carrington PPO network. however, it's not required for usage. It pays by UCR.
[CUSTOMER][POSITIVE] OK, alright, and then I would love to get a fax back if I possibly can.
[AGENT][POSITIVE] Yeah, absolutely. What's a good fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, just to confirm, [PII]?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][POSITIVE] All right. Give me about 5 minutes and you should have that. Anything else we can help with?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, that's it.
[AGENT][POSITIVE] All right. Thanks for calling APL. Have a good day, [PII].
[CUSTOMER][POSITIVE] You too, thank you.
[AGENT][NEUTRAL] Bye bye.