AccountId: 011433970860
ContactId: 256e4592-c8a4-451b-ba97-df84754ae929
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177619 ms
Total Talk Time (AGENT): 69670 ms
Total Talk Time (CUSTOMER): 53455 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/256e4592-c8a4-451b-ba97-df84754ae929_20250602T18:14_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey Ms. [PII], my name is [PII]. I'm calling from a provider's office and I'm really just trying to see um if we're in network with um y'all.
[AGENT][NEUTRAL] OK, um, I can see what type of policy the member has and let you know about the network. May I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am, it's uh area code [PII].
[AGENT][NEUTRAL] Thank you, and may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yeah, I have 02521270.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, [PII] Date of birth [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].
[AGENT][NEUTRAL] And let me see what type of policy they have. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so this particular policy is not on a network?
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um, if you like, I can check.
[CUSTOMER][NEUTRAL] OK, what does that mean?
[AGENT][NEUTRAL] Um, so it's not on like a PPO network, or HMO network. It uses usual and customary charges.
[CUSTOMER][NEUTRAL] That does that does that allow for dental or is it just health?
[AGENT][NEUTRAL] This is a dental-only policy.
[CUSTOMER][NEUTRAL] So dental only, OK, are you able to send, um, sack back a benefits at all?
[AGENT][POSITIVE] Yes, that's a good fax number for you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And should I put attention, [PII]?
[CUSTOMER][NEUTRAL] Yes, please, [PII]
[AGENT][NEUTRAL] OK. [PII]
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and that was [PII] for the facts?
[CUSTOMER][NEUTRAL] Yeah, uh-huh, that's it.
[AGENT][NEUTRAL] OK, so I'll go ahead and fax this over to you now. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No that was it. I appreciate your time.
[AGENT][POSITIVE] You're very welcome. Thanks for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] Alright bye bye.