AccountId: 011433970860
ContactId: 7c741cc4-306a-479d-8a77-6baef75e6ae2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213380 ms
Total Talk Time (AGENT): 86361 ms
Total Talk Time (CUSTOMER): 63107 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/7c741cc4-306a-479d-8a77-6baef75e6ae2_20250320T17:18_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] with Jeffersonville Commons Dental. I'm actually trying to call and see if we're in network with our patient's insurance or out of network with the patient's insurance, please.
[AGENT][NEUTRAL] OK, I can take a look at that for you. Could I get a callback number?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] Thank you, the policy number you're calling on?
[CUSTOMER][NEUTRAL] Um, I do believe it's gonna be 02275068.
[AGENT][NEUTRAL] The patient's name and date of birth.
[CUSTOMER][NEUTRAL] It is gonna be for [PII]. It's the last name is [PII]
[AGENT][NEUTRAL] OK, thank you so much for verifying the policy and you're calling to check, uh, for, uh, contracted providers. Um, this policy is a non-contracted policy so they are free to go to any provider.
[CUSTOMER][NEUTRAL] OK, so it's like they pay the fees.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Is that what that is or?
[AGENT][NEUTRAL] When you say they pay, are you talking about the patient or the insurance company?
[CUSTOMER][NEUTRAL] Yes, the patient or the insurance company.
[AGENT][NEUTRAL] So it pays uh up to a percentage for um covered procedures and I can fax you over a breakdown of what's covered under this policy.
[CUSTOMER][NEUTRAL] Like how does how does
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK, hold one moment, let me get that pulled up.
[CUSTOMER][NEUTRAL] So there's not like a certain fee schedule we use or anything we just go by our fees.
[AGENT][NEUTRAL] Right, and we pay uh a percentage of the usual and customary.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] OK, let's.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, looks like this policy has been effective since [PII] and still active.
[AGENT][NEUTRAL] And let's see, will I be sending.
[AGENT][NEUTRAL] Spelling of your name?
[CUSTOMER][NEUTRAL] Uh, I, I'll get the, I always get the faxes, so it's OK, but if you need to put my name on there, it's [PII]
[AGENT][NEUTRAL] Uh, [PII], and [PII], what is the uh fax number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I have [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, it's on its way. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that will be it thank you so much.
[AGENT][POSITIVE] OK, you have a wonderful day, [PII]. Thank you for calling APL.
[CUSTOMER][POSITIVE] Uh thank you mm bye bye.
[AGENT][NEUTRAL] Bye bye.