AccountId: 011433970860
ContactId: bc5c56ae-f004-4527-aa3f-2d6b43ea36dd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 261350 ms
Total Talk Time (AGENT): 131593 ms
Total Talk Time (CUSTOMER): 112108 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/bc5c56ae-f004-4527-aa3f-2d6b43ea36dd_20250625T17:30_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hi [PII], uh, my name is [PII]. I'm calling from Noa Dental Care and I was calling to see um if we were in network.
[AGENT][NEUTRAL] OK, [PII], so you have a question regarding network, the network for dental plan, is that correct? Yes, ma'am, I can try and help you with um directing you on this. So first off, what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] With your guys' insurance.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number, please, [PII].
[CUSTOMER][NEUTRAL] Sure, um.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Uh, I have a certificate number or I have a social number.
[AGENT][NEUTRAL] The certificate number?
[CUSTOMER][NEUTRAL] Uh huh 02587317.
[AGENT][NEUTRAL] OK, thank you. One moment please.
[CUSTOMER][NEUTRAL] Under [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And any information that I do provide for you would be a verification of benefits and not a guarantee of payment. What is her date of birth, please?
[CUSTOMER][NEUTRAL] Uh, that is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] I know we just stopped a lot of the companies on the [PII], um, and I know through like Centene they told us we were we're not in network with them so I didn't know because it went through you guys if that meant like this patient can't come here because so I just wanted to verify before we do her work.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] Alright just one moment.
[CUSTOMER][NEUTRAL] Yeah, so we have.
[CUSTOMER][NEUTRAL] It's there's a note there that oh.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So yeah, you
[CUSTOMER][NEUTRAL] Trying to figure out my day here, so yeah.
[AGENT][NEUTRAL] OK, so the plan that she has with us, this plan participates with the Carrington PPO network. however, they are not required to use the network provider.
[AGENT][POSITIVE] And if you have a question, [PII], as to whether you all are participating with Carrington, I'll be happy to give you their phone number and then I can also connect you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] So they're uh oh sure um the phone number for Carrington is [PII].
[CUSTOMER][POSITIVE] Perfect thank you I will take that.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And then if you all end up filing a claim with us, [PII] just an additional piece of information once the claim has been processed by APO we do have a portal that you should be able to check her claim status in and that website for our portal is located at secured.
[CUSTOMER][NEUTRAL] Yeah, I was gonna say what was wrong with it?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Wow
[CUSTOMER][NEUTRAL] OK. OK, sorry, it was a public what?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] The first word, so again, the full website is secured.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] There you go.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Oh, [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And then after the words [PII]. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and I can check claims so she can come to us out of network?
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] So would you like for me? Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am. Again, this plan participates with the Carrington PPO network. however, they are not required to utilize the network provider.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect thank you so much for that.
[AGENT][NEUTRAL] All right. You're welcome. So would you like for me to connect you to Carrington?
[CUSTOMER][NEUTRAL] Uh, you know what, no, that's OK, um, well, yes, go ahead, sorry.
[AGENT][POSITIVE] Yes, you do want me to transfer you? OK, well, I'll be happy to do that. So is there anything, you're welcome. Can I help you with anything else today?
[CUSTOMER][POSITIVE] Yes, yes, yes, yes, go ahead, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] OK, well thank you again for calling ATL [PII] and I hope you have a nice afternoon.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Yes, ma'am. So one moment, please.
[CUSTOMER][NEGATIVE] I'm gonna delete that
[CUSTOMER][NEUTRAL] Mhm OK you can put it there.