AccountId: 011433970860
ContactId: ef73cc16-a8a4-494c-9005-690b9d8a7cef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92120 ms
Total Talk Time (AGENT): 37769 ms
Total Talk Time (CUSTOMER): 53469 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/ef73cc16-a8a4-494c-9005-690b9d8a7cef_20250404T15:42_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I'm calling from dentistry at the Mills. I was calling to verify one of our providers in the network with this plan, and then if so, I need to get a breakdown of benefits.
[AGENT][NEUTRAL] [PII], can I have a callback number for you and the policy number?
[CUSTOMER][NEUTRAL] Uh, the callback number is [PII], and the policy number that I was provided, um, was 025886551.
[AGENT][NEUTRAL] Thank you. Could you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII] [PII].
[AGENT][NEUTRAL] Thank you, and you're calling to verify if you're in network. however, I can't verify that, but I can transfer you over to Carrington to verify if you're in network. But this is a Carrington network, but the member does not have to.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Oh, we're in network with Carrington, OK.
[AGENT][NEUTRAL] So the member does not have to utilize the care to network provider. Would you like for me to provide you with a fax nag of those benefits or give them to you verbally, [PII]?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, yes, that if you can give me, uh, the fax back and if I need anything additional I'll call in.
[AGENT][NEUTRAL] What's your fax number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I have [PII]. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] No, that's it. That's it. Thank you so much. I appreciate your help.
[AGENT][POSITIVE] I'm sending it over for you. Thanks for calling APL and have a great day.
[CUSTOMER][POSITIVE] Alright, alright, you're welcome uh huh bye bye.
[AGENT][NEUTRAL] Bye.