AccountId: 011433970860
ContactId: 9955fa5f-95a5-437f-8e18-91b22428b625
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 238240 ms
Total Talk Time (AGENT): 57238 ms
Total Talk Time (CUSTOMER): 73341 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/9955fa5f-95a5-437f-8e18-91b22428b625_20250113T18:42_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, yeah, I was wondering if, um, this endodontist is in my network for, for dental.
[AGENT][NEUTRAL] May I have your name and a callback number and then your policy number?
[CUSTOMER][NEUTRAL] Sure. It's um my name is [PII]. My phone number is [PII].
[CUSTOMER][NEUTRAL] My policy number is 000998399/02.
[AGENT][NEUTRAL] And may I have your date of birth please?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And I do need to verify the mailing address that is listed on file.
[CUSTOMER][NEUTRAL] Um, my mailing address is [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying your policy, and I'm pulling that information up for you now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so after pulling up this policy, it is the provider's discretion if they accept this insurance or not.
[CUSTOMER][NEUTRAL] OK, I think I already have it.
[AGENT][NEUTRAL] You think you already have
[CUSTOMER][NEUTRAL] Yeah, I already have dental.
[CUSTOMER][NEUTRAL] I was checking to see if something was in our network.
[AGENT][NEUTRAL] Yes, you
[AGENT][NEUTRAL] Yes, and as I stated, it's the provider's discretion if they accept the insurance or not.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] OK, well, I do wanna thank you so much for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] Wait, wait, how do, how do I check to see if something's in our network?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] With this policy.
[CUSTOMER][NEUTRAL] I'm supposed to go do this, OK.
[AGENT][NEUTRAL] With the policy, we don't have an in or out of network, so it is the provider's choice if they would accept it or not.
[CUSTOMER][NEUTRAL] Oh, OK. So it's the, uh, the dentist that is, it's up to them if they accept it or not.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 00, OK. All right, that's all I would needed.
[AGENT][POSITIVE] OK, thank you so much for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] All right, thanks.
[CUSTOMER][POSITIVE] All right thanks alright bye.