AccountId: 011433970860
ContactId: d7bcd9b6-2f49-45d6-a1c4-7d41598bb95d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 335959 ms
Total Talk Time (AGENT): 73543 ms
Total Talk Time (CUSTOMER): 64770 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/d7bcd9b6-2f49-45d6-a1c4-7d41598bb95d_20250527T20:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I'm calling from a dental provider. I'm trying to get the benefits for one of your members.
[AGENT][NEUTRAL] OK, I can help you with eligibility and benefits. May I please get your name, your callback number, and the name of the provider's office you're calling from?
[CUSTOMER][NEUTRAL] To me [PII] [PII]. It's gonna be Devenport Dental.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, let me look that up.
[CUSTOMER][POSITIVE] OK thank you so much I appreciate it enjoy the rest of your afternoon.
[AGENT][NEUTRAL] OK. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] It's gonna be [PII] [PII]. ID number is gonna be 02356257.
[AGENT][NEUTRAL] OK, let me pull her up real quick for us.
[CUSTOMER][POSITIVE] No, we can help you over here.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] I got her pulled up. Miss [PII] has an active policy. The effective date of the policy is 9-1-2023.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And if you give me your fax number, I'll send you a complete benefit breakdown and fee schedule for Ms. [PII] or.
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][NEUTRAL] OK, uh, it's gonna be [PII].
[AGENT][NEUTRAL] Yeah, Miss [PII].
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold while I get that fax ready for you and I'll be right back.
[CUSTOMER][POSITIVE] I'll be loving your next question.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me, [PII]. I have that faxed back on its way to you now.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] OK perfect and then just other question are are we in network with this plan?
[AGENT][NEUTRAL] Uh, this network does use Carrington, but they do not have to be in network to use their benefits. They can use any provider they want to.
[CUSTOMER][POSITIVE] OK perfect then I'll just go ahead and wait for the fax back then thank you so much.
[AGENT][POSITIVE] You're very welcome. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] That would be it. Thank you.
[AGENT][POSITIVE] OK, well, you take care and thank you for calling APL.
[CUSTOMER][NEUTRAL] S
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye.