AccountId: 011433970860
ContactId: cbddf173-c8d0-46ae-bbe4-7f6cd1809579
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 244919 ms
Total Talk Time (AGENT): 82881 ms
Total Talk Time (CUSTOMER): 91652 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/cbddf173-c8d0-46ae-bbe4-7f6cd1809579_20250528T19:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from a dental office trying to verify eligibility and benefits for a patient.
[AGENT][POSITIVE] I can help you with eligibility and benefits. Can I get your name and a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah my name is [PII]. um, my callback number is [PII].
[AGENT][POSITIVE] OK. Thank you so much, [PII]. And do you have the policy number?
[CUSTOMER][NEUTRAL] I do, um, it's gonna be 02596169.
[AGENT][NEUTRAL] OK, give me just a moment to look that up.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] Um, uh, yeah, I have here [PII].
[CUSTOMER][NEUTRAL] Uh, date of birth is gonna be [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] And were you wanting a fax back as well?
[CUSTOMER][NEUTRAL] Um, yes, please.
[AGENT][NEUTRAL] I am showing that this policy is active with an effective date of [PII].
[AGENT][NEUTRAL] And what's a good fax number? Oh, go ahead.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Yeah, so it's, uh, I'll give you the fax number first, so it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and then I wanted to ask if uh if we are in network with this plan.
[AGENT][NEUTRAL] So for this plan, we don't do network. It does participate in the Carrington network, um, but it's not a requirement, um, as long as the services that they got are covered under their policy, we will honor those, um, so we don't go based off of network.
[CUSTOMER][NEUTRAL] Oh, OK, alright.
[CUSTOMER][POSITIVE] Sounds good then, um, give me a second.
[CUSTOMER][NEUTRAL] Is this uh it's the Carrington POS discount or?
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Yes, so, um, when you see the fax back that I'll send in just a moment, um, it'll say 100% of allowable for preventative expenses, um, FMX basics and basic restorative are 80% of allowable. It goes off of the Carrington network.
[CUSTOMER][NEUTRAL] Um, OK, give me a second.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] So the it's under the Carrington network and then Carrington POS discount correct?
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK alright sounds good.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Actually hold on I have another question.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Actually, no, that's fine thank you so much.
[AGENT][NEUTRAL] OK. All right. Expect that fax um in about 5 to 10 minutes, OK? And was there something else?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh huh
[CUSTOMER][POSITIVE] OK, sounds good.
[CUSTOMER][POSITIVE] Oh no, no, no, that's all thank you so much.
[AGENT][POSITIVE] Hi, thank you for calling APL Alondra. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you, you too. Bye.
[AGENT][NEUTRAL] Bye.