AccountId: 011433970860
ContactId: ee44fd9a-9445-46bd-a2bb-cb5886df31f3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191889 ms
Total Talk Time (AGENT): 65862 ms
Total Talk Time (CUSTOMER): 78540 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/ee44fd9a-9445-46bd-a2bb-cb5886df31f3_20250318T13:48_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey, yes, I need to check member eligibility and benefits, please.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] [PII] from Doctor [PII]'s office.
[AGENT][NEUTRAL] And do you have a callback number, [PII]?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] The policy number is going to be 02502244.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment please.
[AGENT][NEUTRAL] And was the patient's name?
[CUSTOMER][NEUTRAL] The [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] Her date of birth is going to be [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing benefits?
[CUSTOMER][NEUTRAL] Ma'am?
[AGENT][NEUTRAL] You were just needing benefits?
[CUSTOMER][POSITIVE] Yeah, um, yes ma'am, please.
[AGENT][NEUTRAL] OK, I can help you with that. Do you want them over the phone or would you like a fax back?
[CUSTOMER][NEUTRAL] I would like to fax and we are out of network, I believe, right?
[AGENT][NEUTRAL] Uh, it depends on if you're a Carrington provider, we use Carrington's network.
[CUSTOMER][NEUTRAL] And does she have out of network benefits?
[AGENT][NEUTRAL] Yes, ma'am. We pay to non-providers as well.
[CUSTOMER][NEUTRAL] OK, and I don't believe we're in the Carrington network.
[AGENT][NEUTRAL] OK, I can fax that to you. What's your fax number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Um, yes, ma'am. Um.
[CUSTOMER][NEUTRAL] The uh group plan name?
[AGENT][NEUTRAL] It's just, um,
[AGENT][NEUTRAL] Our group voluntary dental.
[AGENT][NEUTRAL] It doesn't really have a name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and then the group number on our card says 700570055 uh huh and then um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] On your um.
[CUSTOMER][NEUTRAL] Was it called? your payer ID.
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] And is it PO Box?
[CUSTOMER][NEUTRAL] For dental claims?
[AGENT][NEUTRAL] PO Box 248,950.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oklahoma City, Oklahoma.
[AGENT][NEUTRAL] 73 1 24.
[CUSTOMER][POSITIVE] Thank you so much for all of your help.
[AGENT][POSITIVE] You're welcome. Thank you, [PII], for calling APL. You have a good day and I'll fax you those benefits.
[CUSTOMER][NEUTRAL] Hey, yeah, how long do you, do you know it normally take?
[AGENT][NEUTRAL] Just as soon as I get off the phone, I'll fax it to you.
[CUSTOMER][POSITIVE] Oh, that's fine. Perfect. Sounds great thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.