AccountId: 011433970860
ContactId: 56634617-9aed-469d-9239-b20c1b992a96
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164449 ms
Total Talk Time (AGENT): 71798 ms
Total Talk Time (CUSTOMER): 63056 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/56634617-9aed-469d-9239-b20c1b992a96_20250225T19:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, I'm calling, um, first I've never had experience with your, your insurance agency, so bear with me, um, we're in a dontist office and I'm just trying to find out if this patient, um, is in network um with our office, um, and to just get some overall um information such as the deductible and there any waiting periods anything of that nature.
[AGENT][NEUTRAL] May I have your name and a callback number?
[CUSTOMER][NEUTRAL] My name is [PII] My callback number is [PII].
[AGENT][NEUTRAL] And may I please have the policy number?
[CUSTOMER][NEUTRAL] The policy number is 02576908.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII], [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy. You're calling in for in of out of network on the provider and any other waiting periods. Now I can submit the fax back to you. Would you like that?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] May I have a fax number?
[CUSTOMER][NEUTRAL] Area code [PII].
[AGENT][NEUTRAL] And with that fax back it will show you the member's deductible, the maximum benefit, any waiting period, and the codes that are listed that is covered under this policy.
[AGENT][NEUTRAL] Now, for the in or out of network, this policy does participate in the Carrington PPO so you will have to contact Carrington to see if they are in or out of network. Would you like that information as well?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK. So to contact caring team, that number is [PII].
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] 2900523
[CUSTOMER][POSITIVE] Perfect, OK.
[AGENT][NEUTRAL] And I will get that fax back submitted over to you. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Nope, that's it.
[AGENT][POSITIVE] Well, I do wanna thank you for calling American Public Life. Have a great day.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][POSITIVE] Thank you, bye.