AccountId: 011433970860
ContactId: dd00f913-f712-459c-ab21-65f241afd343
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 211050 ms
Total Talk Time (AGENT): 107183 ms
Total Talk Time (CUSTOMER): 97381 ms
Interruptions: 3
Overall Sentiment: AGENT=1.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/dd00f913-f712-459c-ab21-65f241afd343_20250612T15:51_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name's [PII]. I'm calling from a provider's office. I was wondering if you would be able to tell me if we are showing up as a network for this plan.
[AGENT][NEUTRAL] OK, I can pull up that policy and see that work. Um, I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, uh, and I get a good call back number from you in case we're disconnected.
[CUSTOMER][NEUTRAL] Yeah it's [PII] and it's a direct line.
[AGENT][NEUTRAL] Thank you and then do you have that uh policy number?
[CUSTOMER][NEUTRAL] Um, the policy, is it the policy or certificate?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Number OK it's uh 02614885 let me let me.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] First name is [PII]. Last name is [PII], and then her date of birth is [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that and just to clarify this was for dental correct?
[CUSTOMER][POSITIVE] Yeah, that's correct.
[AGENT][NEUTRAL] OK, uh, so this policy of course is active. Uh, the date was [PII]. So this policy does participate in the Carrington PPO network. Uh, however, utilization of a provider in this network is not required, we would honor those claims regardless.
[CUSTOMER][NEUTRAL] I'm sorry, can you say that one more time? It cut out a little bit. You said what about the claim you said something about the claims?
[AGENT][NEUTRAL] Oh, sure.
[AGENT][POSITIVE] No worries.
[AGENT][NEUTRAL] So, uh, this policy participates in the Carrington PO network, uh, but utilization of a provider within the Carrington network is not required.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So this policy could potentially be used anywhere, yes um so you would just send that claim information directly to us.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[AGENT][NEUTRAL] And if you'd like, I can send you a fax pack uh that all of the covered prescription benefit information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh my gosh, yeah, if you could that would be great.
[AGENT][POSITIVE] Absolutely, sure, what was that fax number for you?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I'm going to read that back to make sure I heard that correctly. That was [PII].
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] Alright, uh, and then if you would, uh, could you spell your name for me please?
[CUSTOMER][NEUTRAL] Yeah, it's [PII] as of right now.
[AGENT][NEUTRAL] OK, I got it right. Just wanted to make sure. OK, so I will go ahead and get that sale. Uh, should get it within about 10 minutes or so. Did you have any other questions for me?
[CUSTOMER][NEUTRAL] that
[CUSTOMER][NEUTRAL] Um, do you have a reference number?
[AGENT][NEUTRAL] Uh it would just be my first name, last initial, and today's date. So my name is spelled [PII]
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] But did you want me to at least get you scheduled to uh
[CUSTOMER][POSITIVE] OK perfect thank you so much for your help today.
[AGENT][POSITIVE] Of course, yeah, thanks for calling APLO. You have a great rest of your day.
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Bye bye.