AccountId: 011433970860
ContactId: bfb982cc-7322-4e36-bbb2-94786dce362f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173419 ms
Total Talk Time (AGENT): 83602 ms
Total Talk Time (CUSTOMER): 67334 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/bfb982cc-7322-4e36-bbb2-94786dce362f_20250219T17:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello. Hi, I'm calling from Bost Dental. I would like to verify one patient's benefit.
[AGENT][NEUTRAL] Sure, I can take benefits for you. Um, I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then, uh, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Oh yeah, my callback number is [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] Uh yeah. It's uh 0257, sorry, 597231.
[AGENT][NEUTRAL] OK, thank you and what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] It's uh [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. Uh, so this policy is active. Effective date was [PII], and if you'd like I can send you a copy of the fax back that shows all covered procedures and benefit information.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh yeah, yeah, you can fax to me. um.
[AGENT][NEUTRAL] OK, sure, what's that fax number for you?
[CUSTOMER][NEUTRAL] Uh, my fax number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm going to read that back to make sure I heard that correctly. That was 718.
[AGENT][NEUTRAL] 686-021-0.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Alrighty, I will get that sent to you. Um, you should get it here in maybe 10-15 minutes depending on how busy your machine is. Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, yeah, one more question. I, I want to know, uh, could you help me to check see if we are in network with, uh, this insurance or out of network?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Sure, so this plan, uh, it, um, excuse me, it participates in the Carrington PPO network. Are y'all in the Carrington network?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh yeah, we're in [PII].
[AGENT][NEUTRAL] OK, yeah, that's what this plan participates in.
[CUSTOMER][NEUTRAL] In that one.
[CUSTOMER][NEUTRAL] So we are in our, and one more question for, what's the billing address?
[AGENT][NEUTRAL] Um, it is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK. Um, what about the payer ID? What's the payer ID?
[AGENT][NEUTRAL] Yeah, that's 60801.
[CUSTOMER][NEUTRAL] So it's uh 60801, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Mm, OK. Thank you so much.
[AGENT][NEUTRAL] Of course, yeah, was there anything else I can help you?
[CUSTOMER][POSITIVE] That's it. Thank you. Have a good day.
[AGENT][POSITIVE] Alright, thanks for calling APO you too bye bye.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.