AccountId: 011433970860
ContactId: 01834328-9f68-472f-8766-3db62e481be5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161139 ms
Total Talk Time (AGENT): 67086 ms
Total Talk Time (CUSTOMER): 70300 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/01834328-9f68-472f-8766-3db62e481be5_20250224T22:32_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes ma'am, I was calling to see if my doctor was in network with this plan, the patient's plan.
[AGENT][NEUTRAL] OK, and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] You said [PII]
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. And what's that policy number, please?
[CUSTOMER][NEUTRAL] I have 02566814.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, ma'am, and verify that patient's name, date of birth.
[CUSTOMER][NEUTRAL] I have [PII] [PII].
[AGENT][NEUTRAL] OK, um, I'm showing the effective date is [PII], policy is active. Uh, this, well, with this type of policy, we don't have a network that can go to any dental provider and we do take assignment, and this is for dental, correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, um, how can I get a full breakdown?
[AGENT][NEUTRAL] I can send you a fax back if you like.
[CUSTOMER][NEUTRAL] OK, hold on one second, so we don't have.
[AGENT][NEUTRAL] And what's your fax number, Ms. [PII]? Oh, go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] Um, [PII], no, you're OK, [PII] no it's not sorry, [PII].
[AGENT][NEUTRAL] 39. OK, [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, and I'm so sorry, you're gonna say something I actually cut you off.
[CUSTOMER][NEUTRAL] Um, I don't, it probably wasn't important because I, you, you're gonna send a fax whatever I don't see in the fax, I can call back and ask, right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and you said assignment of benefits are allowed and it doesn't matter.
[CUSTOMER][NEGATIVE] There's there's no network.
[AGENT][POSITIVE] Correct, yes, ma'am.
[CUSTOMER][NEUTRAL] That's what you said.
[CUSTOMER][NEUTRAL] OK, do claims get sent electronically? Yeah, because it's pay ID is on, yeah.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yes, ma'am. It can be mailed or faxed or sent electronically and it all be on the fax back information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, well that's fine.
[AGENT][NEUTRAL] OK. And is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, ma'am, um, that, that was all.
[AGENT][POSITIVE] OK, well, I thank you for calling APL. You have a great day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] Mhm bye.
[CUSTOMER][NEUTRAL] Bye.