AccountId: 011433970860
ContactId: d23b736d-a953-49f0-9cf5-ba9a2af6b3dc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 263459 ms
Total Talk Time (AGENT): 67946 ms
Total Talk Time (CUSTOMER): 73736 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/d23b736d-a953-49f0-9cf5-ba9a2af6b3dc_20250625T20:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi [PII], how are you? This is [PII], and I'm calling on behalf of Pleasant Dental. I'm calling because I would like to check eligibility on one of our patients.
[AGENT][NEUTRAL] OK, I can help you with eligibility, Ms. [PII]. What is your callback number, ma'am, just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] And the patient's name, date of birth, and policy number please?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII] I'm sorry, [PII]. The policy ID number is 02637460.
[AGENT][NEUTRAL] OK, let me look him up real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy with us, and the effective date of the policy is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and can I get a full breakdown fax over or how does this plan work?
[AGENT][POSITIVE] Absolutely, um, can you give me your fax number and I'll send it on over to you.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold while I get the fax ready and I'll be right back.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me, [PII]. I've got that fax on its way to you now.
[CUSTOMER][NEUTRAL] OK, um, and another question I'm sorry, um, are we considered in network with this?
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] Plan or how does the plan?
[AGENT][NEUTRAL] They can use
[AGENT][NEUTRAL] Right, they can use any network that they choose to use now it is associated with Carrington, but they do not have to use a Carrington provider.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, but if we are in that way with Carrington, then we'll we will be considered in that way, correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, and I'm sorry, the fax would they also have frequencies included?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, OK, so that'll be all thank you.
[AGENT][POSITIVE] OK, well you have a wonderful day. Thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you, bye bye.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.