AccountId: 011433970860
ContactId: ca1e1675-6ba1-4e2f-9865-1c7f8232f533
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120180 ms
Total Talk Time (AGENT): 58967 ms
Total Talk Time (CUSTOMER): 50969 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/ca1e1675-6ba1-4e2f-9865-1c7f8232f533_20250509T20:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, my name is [PII]. I'm calling from a from a provider's office trying to see if a patient's dental is active.
[AGENT][NEUTRAL] Yeah, I could check that eligibility for you. I'm sorry, you said your name was [PII]?
[CUSTOMER][NEUTRAL] [PII], yes ma'am.
[AGENT][NEUTRAL] OK, uh, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. And do you have that policy number?
[CUSTOMER][NEGATIVE] Oh no
[CUSTOMER][NEUTRAL] I do um 262-272-9.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Um, it's gonna be for [PII] [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so this policy is active. Effective date was [PII], and if you'd like I can send you a fax back that shows all of the covered procedures and benefit information.
[CUSTOMER][NEUTRAL] That would be perfect. Are you able to see what the schedule our providers will follow?
[AGENT][NEUTRAL] Uh, yes, one moment, let me get this one pulled up.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so this policy does participate in the Carrington PPO network.
[CUSTOMER][POSITIVE] Kings and PPO perfect.
[AGENT][NEUTRAL] Alright, what was that fax number for you, [PII]?
[CUSTOMER][NEUTRAL] OK, yes, and if you'll just.
[CUSTOMER][NEUTRAL] Yes, it's uh [PII].
[AGENT][NEUTRAL] OK, I'm gonna read that back to you to make sure I heard that correctly. That was [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Alright, I will go ahead and get that sent to you. Uh, I should get it within about 10 minutes or so. Was there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's all thank you so much for your help.
[AGENT][POSITIVE] Of course, yeah, thanks for calling APL. Have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thanks bye bye.
[CUSTOMER][NEUTRAL] Um.