AccountId: 011433970860
ContactId: bc977832-5187-4d95-bcf5-1721bc0a9026
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194899 ms
Total Talk Time (AGENT): 68905 ms
Total Talk Time (CUSTOMER): 79721 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/bc977832-5187-4d95-bcf5-1721bc0a9026_20250131T14:40_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and I'm calling from provider's office regarding eligibility and benefits for dental.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you with eligibility and dental benefits, [PII]. What is the callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] Yeah, the policy number is, you mean subscriber ID?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] Yeah, it's 02518096.
[AGENT][NEUTRAL] And what is the patient's name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] So sorry, [PII]. The subscriber ID is a different one. It's [PII].
[AGENT][NEUTRAL] OK, that is not our policy number. Can you give me that first policy ID that you gave me?
[CUSTOMER][NEUTRAL] But I need benefits for this patient.
[AGENT][NEUTRAL] Yeah, so that is not the our policy number. What is the patient's last name?
[CUSTOMER][NEUTRAL] It's [PII] here.
[AGENT][NEUTRAL] And the first name, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm looking for a dental policy for [PII].
[AGENT][NEUTRAL] I don't have a dental policy for [PII]. What is, do you have his social?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] No, I don't have a social. I have only subscriber ID which I already provided you. Patient's name and date of birth, that's it.
[AGENT][NEUTRAL] Is it for APL or what company is that for?
[CUSTOMER][NEUTRAL] It's for Carrington Benefit Solutions.
[AGENT][NEUTRAL] We are APL.
[AGENT][NEUTRAL] Do you have an ID card for the patient?
[CUSTOMER][NEUTRAL] No, I don't have.
[AGENT][NEUTRAL] Now, the first number that you gave me.
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] That sounded like one of our policies.
[CUSTOMER][NEUTRAL] Oh, I don't
[CUSTOMER][NEUTRAL] Mhm, but I don't need benefits for that patient.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, by any chance, uh, do you have any, uh, number for Carrington, or can you transfer this call on, uh, on your end?
[AGENT][NEUTRAL] I'm looking to see if I have a Carrington phone number. One moment.
[CUSTOMER][NEUTRAL] Yeah, please.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The phone number I have is [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Thank you so much, [PII]. Have a great day. Bye-bye.
[AGENT][POSITIVE] I hope you have a great day as well, [PII]. Thank you for calling APL take.