AccountId: 011433970860
ContactId: df4e010c-c990-4abb-94f2-0132061cd5b5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 237300 ms
Total Talk Time (AGENT): 92570 ms
Total Talk Time (CUSTOMER): 59155 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/df4e010c-c990-4abb-94f2-0132061cd5b5_20250103T22:22_UTC.wav
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[AGENT][POSITIVE] Good afternoon.
[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, so I'm just calling on behalf of someone's, uh, insurances make sure that they're in network and.
[CUSTOMER][POSITIVE] So hopefully you can help me with that.
[AGENT][NEUTRAL] OK, are you calling with the provider's office?
[CUSTOMER][NEUTRAL] Uh this is the, yeah, doctor's office, um, and I just have someone's insurance.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you need to check eligibility.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the eligibility. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, of course, my name is [PII] and the.
[CUSTOMER][NEUTRAL] Number is.
[CUSTOMER][NEUTRAL] Sorry, one sec.
[AGENT][NEUTRAL] Oh, you're fine.
[CUSTOMER][NEUTRAL] 212.
[CUSTOMER][NEUTRAL] 697.
[CUSTOMER][NEUTRAL] 1701.
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Um, it is 0251.
[CUSTOMER][NEUTRAL] 0213.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And you said 251-0213? Oh.
[CUSTOMER][NEUTRAL] 025.
[CUSTOMER][NEUTRAL] 10213.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] Yeah, of course.
[AGENT][NEUTRAL] Here we go, can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] And uh date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] Oh, you said [PII]?
[AGENT][NEUTRAL] Yes, sir, of [PII].
[CUSTOMER][NEUTRAL] OK perfect and um how do we know if we're able to use it with our office?
[AGENT][NEUTRAL] Um, let me see what type of dental policy they have. Hold on one second.
[AGENT][NEUTRAL] OK, so this policy is on the Carrington PPO network. However, if um,
[AGENT][NEUTRAL] You're not a Carrington provider, the benefits are still the same. Um, if you want to know if you're in network with Carrington, I can give you their phone number just to, um,
[AGENT][NEUTRAL] Just to see, but the benefits are the same.
[CUSTOMER][NEUTRAL] OK, so benefits are the, what do you mean the benefits are the same?
[AGENT][NEUTRAL] So sometimes policies have in-network benefits and out of network benefits. This policy, whether the doctor is with Carrington or not, their benefits do not change.
[CUSTOMER][POSITIVE] OK, sounds good.
[CUSTOMER][NEUTRAL] Um, yeah, could you give me, uh, Carrington's number?
[AGENT][NEUTRAL] Sure, hold on one moment.
[AGENT][NEUTRAL] And that phone number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Perfect thank you.
[AGENT][POSITIVE] You're very welcome. Was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] Uh, no, that's it.
[AGENT][POSITIVE] All right, [PII]. Well, thanks for calling APL. I hope you have a great weekend and happy New Year.
[CUSTOMER][NEUTRAL] Alright you too.
[AGENT][POSITIVE] Thank you. Bye-bye.