AccountId: 011433970860
ContactId: d164b23d-a8bc-4971-b300-c35ba81ccd14
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 482799 ms
Total Talk Time (AGENT): 113680 ms
Total Talk Time (CUSTOMER): 92556 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=-1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/d164b23d-a8bc-4971-b300-c35ba81ccd14_20250128T21:58_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name's [PII]. I'm calling from a provider's office. I am calling to see if my patient is in network with my provider.
[AGENT][NEUTRAL] OK, um, sure, I can assist you with that information, Ms. [PII]. And may I have your callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] Thank you. And may I have
[AGENT][NEUTRAL] Patient's policy number?
[CUSTOMER][NEUTRAL] Um, yeah, I believe that is policy is 02586323.
[AGENT][NEUTRAL] OK. And what's the name of your facility or provider?
[CUSTOMER][NEUTRAL] Um, the name of the place is 100 West Dental, and the name of the provider is Doctor, um, [PII].
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Um, yes, I'm gonna spell it just because I'm not sure how to pronounce it. It is B [PII] and the last name is [PII]
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] OK. What's the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, perfect, thank you. All right, um, OK, so this one is one of our basic dental policies. Um, with this one, we don't have a network. If the provider participates with Camington, they can use their fee schedule, but it is not required because they're not contracted.
[CUSTOMER][NEUTRAL] I'm so sorry, could you repeat that? I'm gonna turn this up.
[AGENT][NEUTRAL] Um, sure. Um, but the basic dental, there's no network. If the provider participates with the Carrington PPO network, they can use the fee schedule, but it is not required because we're not contracted.
[CUSTOMER][NEUTRAL] I see, OK, understood. um, is there any way to obtain benefits if we were to, like, for instance, like the out of network if he has out of network benefits?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. Yeah, it's the same um benefit for network in network kind of network, um, but yeah, I can go ahead and give you benefits and um do you need this information given to you verbally or faxed over to you?
[CUSTOMER][NEUTRAL] Um, well, they are coming in of the [PII], so I think it'd be fine to have a fax.
[AGENT][NEUTRAL] OK. May I have the fax number?
[CUSTOMER][NEUTRAL] That would be [PII].
[AGENT][NEUTRAL] Alright, [PII].
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK. Do you mind holding for me while I send this out to you while I got you on the line? OK. Thank you. One moment.
[CUSTOMER][NEUTRAL] Of course, yeah.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Ms. [PII]. Yeah, I went ahead and send that over to you. It should be there in a few minutes. If you don't get it within 15 minutes, just give us a call back and we can resend it, but it should be there by then. Is there anything else I'm gonna help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, just a reference number please.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's state if you will.
[CUSTOMER][NEUTRAL] You don't.
[CUSTOMER][NEUTRAL] OK, what was your name? I apologize.
[AGENT][NEUTRAL] Sure. My name is [PII].
[CUSTOMER][NEUTRAL] OK, and then today's date you said?
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][POSITIVE] OK, thank you so much I appreciate it.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day, Miss [PII].
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you.