AccountId: 011433970860
ContactId: b480dd09-520d-42a9-b523-2803a969d7a4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 328799 ms
Total Talk Time (AGENT): 89820 ms
Total Talk Time (CUSTOMER): 92496 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/b480dd09-520d-42a9-b523-2803a969d7a4_20250430T13:53_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, my name is [PII]. I'm calling from Lyman Family Dentistry, and I'm just trying to get benefits for a patient.
[AGENT][NEUTRAL] OK. Do you have a, a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and I missed your name. I'm sorry, what was that?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII], OK, thank you.
[AGENT][NEUTRAL] OK, [PII], do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Um, I do. It's 026-09253.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Um, [PII], I can send over a fax back that outlines all the benefits or if there's something we need to go over on the phone, we can do that as well.
[CUSTOMER][NEUTRAL] Well, from what I wanna verify the the network benefits but we did this yesterday and never received our fax back. That's why I'm calling again so I don't mind a fax back. I just wanna make sure I get it.
[AGENT][POSITIVE] All right, well, we can, I can actually do it while we're on the phone.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I know they're part of a Carrington network and it's just not one we've dealt with before so I just wanted to verify some of that information.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] How are you?
[AGENT][NEUTRAL] What's your uh fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let me get this pulled up and entered.
[AGENT][NEUTRAL] Um, so do you know if you're in network with Carrington or no?
[CUSTOMER][NEUTRAL] I, I didn't think we were. That's what I'm wanting to verify as well. Um, we are a part of the Giha network and I think it, but only one side of the curing network which I believe has to do with like an international side so that I, it's not one I use a lot, so I'm wanting to verify that as well.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, we don't have um access to their network providers. Um, I can give you their number, um, but let me, uh, let me first get the fax back sent to you. Hold on just a second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's fine, yeah, no problem.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I was
[AGENT][NEUTRAL] OK, and that, is that [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you so much
[CUSTOMER][NEGATIVE] I didn't want to bring it either
[AGENT][POSITIVE] OK, make sure I got this right.
[AGENT][NEUTRAL] 864.
[AGENT][NEUTRAL] 4391241. Is that correct?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK, got that sent off your way and then, um, do we wanna check on like any.
[AGENT][NEUTRAL] Uh, if he's got any, um, frequencies or what else can I help with?
[CUSTOMER][NEUTRAL] No, I'm, I'm I'm OK with getting the fax back for that information, but I did wanna get the phone number for the provider information.
[AGENT][POSITIVE] OK, perfect. Yeah, let me get that for you.
[AGENT][POSITIVE] I can transfer you over there too as well, if that helps.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] That's the fax back from the um APO.
[AGENT][NEUTRAL] OK, um, do you wanna take down their number just in case you're disconnected when I transfer you, um, it's [PII].
[CUSTOMER][NEUTRAL] I don't
[CUSTOMER][NEUTRAL] Please, yeah, please.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect thank you so much I appreciate your help.
[AGENT][NEUTRAL] OK, and then I can get you transferred over. Hold on one moment.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK and I don't believe our provider. We're not a provider of Carrington.
[CUSTOMER][POSITIVE] Thank you for calling Harrington. If you.