AccountId: 011433970860
ContactId: 69f46c4a-6d27-4d06-97cc-faa63952b3c4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129839 ms
Total Talk Time (AGENT): 54327 ms
Total Talk Time (CUSTOMER): 49495 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/69f46c4a-6d27-4d06-97cc-faa63952b3c4_20250226T20:27_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] Um, yes, I was trying to check on the patients and dental benefits, please.
[AGENT][NEUTRAL] May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII], may I please have the policy number?
[CUSTOMER][NEUTRAL] Um, it is 02583351.
[AGENT][NEUTRAL] And may I have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, it's um [PII] and date of birth is [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy you're calling in for benefits for this member. Would you like a fax back?
[CUSTOMER][POSITIVE] Um, that'd be great. Do they have, um, OK, [PII].
[AGENT][NEUTRAL] OK, may I have a fax number? Go ahead.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And go ahead with your question.
[CUSTOMER][NEUTRAL] Um, do they have out of network benefits?
[AGENT][NEUTRAL] This policy, it doesn't matter if the member is in or out of network.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] If the provider is in or out of network, I apologize for that.
[CUSTOMER][NEUTRAL] You said it doesn't matter?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, is it a fee schedule or a discount plan, or would the facts tell me?
[AGENT][NEUTRAL] The fax back shows the um covered benefits, any waiting period, the frequencies, and then it will also give you any of the CDT codes information as well.
[CUSTOMER][NEUTRAL] OK, and the group number [PII]?
[AGENT][NEUTRAL] Let me check that for you.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] OK, alright, I appreciate it.
[AGENT][POSITIVE] You're welcome. I will submit that fax back over to you and thank you so much, [PII] for calling American Public Life. Have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Thank you. Bye.