AccountId: 011433970860
ContactId: 68415420-f1f7-407a-87ac-88b67c143255
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118120 ms
Total Talk Time (AGENT): 33391 ms
Total Talk Time (CUSTOMER): 70609 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/68415420-f1f7-407a-87ac-88b67c143255_20250327T17:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm just calling to verify a patient's insurance. However, I did wanna ask previously, um, is APL like the um the payers another company beside APL or all your, all your, um.
[CUSTOMER][NEUTRAL] Dental insurance policies are like in house.
[AGENT][NEUTRAL] Mm, I don't quite understand that question. Give me your name and the policy number and we can take a look.
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and then the policy number is gonna be 02560613.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected, [PII]?
[CUSTOMER][NEUTRAL] Yes, it's gonna be [PII].
[AGENT][NEUTRAL] OK, thank you, give me a moment to pull up the file.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's gonna be [PII] and let me pull up his date of birth.
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] All right, thanks for that information. So your question, he has a dental policy with American Public Life. You're wanting to know if, what was your question?
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] Because we're not sure if we're in contract with them, right, because we have specific um companies that we're contracted with and then there's the umbrella of other companies in those in those um umbrellas so we wanted to ask and wanted to know, are they under an umbrella of another company like, you know, United Healthcare or or MetLife or that's why I asked who's the payer. OK, so it's just, it's just your company OK OK perfect thank you so much you've been great have a great one.
[AGENT][NEUTRAL] No, we're not. No, no, stand alone.
[AGENT][NEUTRAL] Stand alone.
[AGENT][POSITIVE] Oh, if that's no other questions, [PII], thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you you too bye.