AccountId: 011433970860
ContactId: 571319c7-bac7-424c-be87-36a9b753f486
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180240 ms
Total Talk Time (AGENT): 54362 ms
Total Talk Time (CUSTOMER): 83741 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/571319c7-bac7-424c-be87-36a9b753f486_20250603T14:20_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. How are you, [PII]?
[AGENT][NEUTRAL] I'm fine, [PII]. And how may I assist you today?
[CUSTOMER][NEUTRAL] Um, we do have a patient of, I'm, I'm calling from a dental office. Um, they're coming, uh, for an evaluation, and we wanted to know if we can use their insurance, if we can get their benefits back, please.
[AGENT][NEUTRAL] Sure. Uh, Miss [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] Uh, sure, um, the number he provided was uh 120 0 no sorry he didn't, never mind, he didn't provide like a.
[CUSTOMER][NEUTRAL] Member ID, but you guys can run like a name in there for search. Is that possible?
[AGENT][NEUTRAL] What's the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Uh, first name is [PII] Last name is [PII], and their date of birth is [PII].
[AGENT][NEUTRAL] OK, and you said the first name is [PII], last name is [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] One moment please.
[CUSTOMER][NEUTRAL] I think
[AGENT][NEUTRAL] OK. And do you have a callback number, Miss [PII]?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yes, it would be [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]. OK. And what is your fax number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that's [PII].
[CUSTOMER][NEUTRAL] They say maybe.
[CUSTOMER][NEUTRAL] For the fax, yes.
[AGENT][NEUTRAL] OK, I will send this off to you in a few moments. Is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Oh yeah, in case uh we are not in network, do, do, do they have out of network benefits or is there a chance we can check if we're in network?
[AGENT][NEUTRAL] Well, we don't have a network.
[CUSTOMER][NEUTRAL] No, that's fine.
[AGENT][NEUTRAL] So the policy is open to where they can go to any medical or dental provider.
[CUSTOMER][NEUTRAL] OK, and do you
[CUSTOMER][NEUTRAL] OK, so, uh, you guys, uh, pay the provider, right?
[AGENT][NEUTRAL] We can if benefits are signed benefits can be paid to the provider.
[CUSTOMER][POSITIVE] OK, OK, perfect. Well, um, thank you so much. I appreciate your time and hope you have a good day, [PII].
[AGENT][POSITIVE] Alright, you too. Thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you bye.
[AGENT][NEUTRAL] Bye.