AccountId: 011433970860
ContactId: 3e87a034-f79f-4d8e-9af8-65bd3fb73e5d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174559 ms
Total Talk Time (AGENT): 65249 ms
Total Talk Time (CUSTOMER): 83209 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/3e87a034-f79f-4d8e-9af8-65bd3fb73e5d_20250513T20:03_UTC.wav
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[AGENT][NEUTRAL] Good afternoon thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I'm calling from um Doctor [PII]'s office, and I just wanted to find out um if we were in network with you guys.
[AGENT][NEUTRAL] OK, and [PII], what is the policy number?
[CUSTOMER][NEUTRAL] Um, it is 0242.
[CUSTOMER][NEUTRAL] 4880.
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][NEUTRAL] OK, and Miss [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] OK, thank you. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Yes, um, [PII]'s date of birth, [PII].
[AGENT][NEUTRAL] OK. Well, well, with this policy, it's a secondary supplemental plan, we don't have a network. So it would depend on if you're a network with their major medical.
[CUSTOMER][NEUTRAL] Um, I think, well, I think her, I think that her medical, she had like United Healthcare, but
[CUSTOMER][NEUTRAL] No, I'm not, I'm not understanding. Please um explain that again.
[AGENT][NEUTRAL] Well, we don't have a network, so it depends on if you're um network with our major medical. This is just a secondary supplemental plan only.
[AGENT][NEUTRAL] And does have a network.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, OK, OK, OK, OK, OK.
[CUSTOMER][NEUTRAL] So that means like we wouldn't be able to like submit anything to you guys or anything like that.
[AGENT][NEUTRAL] No, ma'am. You can submit a claim to us. We just don't have a network.
[CUSTOMER][NEUTRAL] OK, so, I don't know, how does that work? Yes, please, tell me how does that work. I get it, you guys are like a secondary. So basically, like, if, if she doesn't have uh an uh primary dental plan.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Then
[CUSTOMER][NEUTRAL] We wouldn't be able to submit to you.
[AGENT][NEUTRAL] Well, she has to have a primary. Yes, ma'am, since this is a secondary only medical policy, what it does, it helps with primary insurance deductible, co-pay or co-insurance for services performed in an outpatient facility or inpatient in a hospital. So primary has to process the claim in order for us to process the secondary.
[CUSTOMER][POSITIVE] OK, alrighty well thank you for that information. What was your name?
[AGENT][NEUTRAL] It's [PII], last initial [PII]
[CUSTOMER][POSITIVE] Thank you [PII] for that information. I appreciate it and you have a wonderful afternoon.
[AGENT][POSITIVE] Alright, you too, Ms. [PII]. Thank you for calling APL.
[CUSTOMER][NEUTRAL] Mm bye.
[AGENT][NEUTRAL] Bye