AccountId: 011433970860
ContactId: bd58faa9-e24b-4ea5-95ff-bbd3a628fb10
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210080 ms
Total Talk Time (AGENT): 73773 ms
Total Talk Time (CUSTOMER): 74144 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/bd58faa9-e24b-4ea5-95ff-bbd3a628fb10_20250528T16:44_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I'm calling from a dental office and I need to see um about a patient's benefits.
[CUSTOMER][NEUTRAL] She doesn't have the ID, but I do have her social.
[AGENT][NEUTRAL] OK, I
[AGENT][NEUTRAL] OK, um, can I get your name and a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah it's [PII] [PII].
[AGENT][NEUTRAL] OK OK
[AGENT][NEUTRAL] And what is her social?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, give me just a moment while I look that up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's your name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hi [PII], here's his.
[AGENT][NEUTRAL] Can you verify her date of birth, please?
[CUSTOMER][NEUTRAL] Yeah, it is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And would you like me to give you the policy number?
[CUSTOMER][POSITIVE] That would be great.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 25.
[AGENT][NEUTRAL] 92
[AGENT][NEUTRAL] 845.
[AGENT][NEUTRAL] It looks like this policy is at, oh, go ahead.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh, so I have 2592845.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] I was just gonna say that this policy is active with an effective date of [PII]. And did you want us to send you a fax back?
[CUSTOMER][POSITIVE] That would be great.
[AGENT][NEUTRAL] What's a good fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Right
[CUSTOMER][NEUTRAL] And then will it have on there the uh mailing of the claim, the payer ID and all that?
[AGENT][POSITIVE] Yes ma'am, it will.
[CUSTOMER][POSITIVE] Awesome OK
[CUSTOMER][NEUTRAL] And then um I do have another question, are we in network with this plan?
[AGENT][NEUTRAL] So we don't go off of networks um as long as it was a service that's covered under their policy either you all can file the claim or the uh the insured can file for the claim we do for this particular plan, um, they do participate in the Carrington network, but it's not a requirement.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, but if if if she releases you will send payment to us though.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Instead of the patient, OK, alrighty thank you so much for your help.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and expect that fax in about 5 to 10 minutes, OK?
[CUSTOMER][POSITIVE] OK thank you uh huh bye bye.
[AGENT][POSITIVE] Thank you so much for calling APL. Have a great day. Bye.
[CUSTOMER][NEUTRAL] You too bye.
[CUSTOMER][NEUTRAL] Yeah.