AccountId: 011433970860
ContactId: 65352c27-3404-476b-903e-f7b22114da8f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141990 ms
Total Talk Time (AGENT): 58994 ms
Total Talk Time (CUSTOMER): 71434 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/65352c27-3404-476b-903e-f7b22114da8f_20250318T13:59_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um yeah, I was calling to see if there were out of network benefits for a patient on this with this coverage.
[AGENT][NEUTRAL] OK, sure. I can assist you with that information. And may I have your name?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Miss [PII], may I have the name of the facility you're calling from for my notation?
[CUSTOMER][NEUTRAL] It's [PII] and [PII].
[AGENT][NEUTRAL] OK. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what's the patient's policy number?
[CUSTOMER][NEUTRAL] Alright, so I've got a policy number of 02521713.
[AGENT][NEUTRAL] OK may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you. Miss, um, this particular policy is a secondary supplemental plan to the major medical, so we follow primary.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, do you know if the primary takes out of network benefits?
[CUSTOMER][NEUTRAL] So yes, his primary does pay out of network um and I have verified all of that. I just, I'm not familiar with this coverage that he this coverage that he gave me with this card, not real sure how it works or doesn't work.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what type of service is being rendered?
[CUSTOMER][NEUTRAL] So we're a dental office and we're gonna be doing um like I say now his major dental, his primary dental pays out of network but we are not medical, we're all dental.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Oh, and this one doesn't pay no dental. This is all medical.
[CUSTOMER][POSITIVE] OK, no deal, perfect. That's kind of what I thought because I was like I have never seen this card before, but I wanted to double check. Thank you so much.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You're welcome. Is there anything else I have for you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK. Thank you for calling APL. Have a good day, Ms. [PII].
[CUSTOMER][POSITIVE] Thanks you too mhm bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.