AccountId: 011433970860
ContactId: c40d633a-12ac-483a-a629-883e892443b3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198910 ms
Total Talk Time (AGENT): 86862 ms
Total Talk Time (CUSTOMER): 73215 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/c40d633a-12ac-483a-a629-883e892443b3_20250305T22:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, I have a couple of patients that came in and gave me their card and it just doesn't look familiar. Can you find out if we're in network with you?
[AGENT][NEUTRAL] Yes ma'am I can help you with your network um can I please get your name, your callback number and the facility that you're calling from?
[CUSTOMER][NEUTRAL] Sure, my name's [PII]
[CUSTOMER][NEUTRAL] My number is [PII].
[CUSTOMER][NEUTRAL] And we are Gulf Coast Dental Care of Biloxi.
[CUSTOMER][NEUTRAL] Yeah, same thing.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And what is um the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] So I have the policy number 02565433.
[CUSTOMER][NEUTRAL] And the insured is [PII].
[AGENT][NEUTRAL] OK. And what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] What's your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, alright, let me pull up this policy real quick.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I said that.
[AGENT][NEUTRAL] OK. All right, I do show that um [PII] has an active policy and her effective date is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And see this is um she doesn't have a network she doesn't have to go in network this is a um policy that's paid by UCR usual customary reasonable, and it's also through Carrington, but she does not have to use the Carrington network.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Great and then the group plan is group voluntary net dental?
[AGENT][NEUTRAL] Uh, the group, the, yeah, the group plan is American Public Life Voluntary Dental.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] American public, OK.
[CUSTOMER][NEUTRAL] So that's the name of the insurance company is American Public Life.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and then the group plan is group voluntary dental.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and [PII]'s date of birth is [PII]. Yeah, and she has, is it her and spouse, right?
[AGENT][NEUTRAL] And she's got
[AGENT][NEUTRAL] Yes, ma'am, it's couple coverage.
[CUSTOMER][NEUTRAL] Sir?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] So the same thing, so I have a payer ID 60801 and I have the address. I got everything, OK.
[AGENT][POSITIVE] That's correct.
[AGENT][POSITIVE] OK awesome uh you're very welcome. I hope you have a good day and thank you so much for calling APL right you take care. Miss [PII] bye bye.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Sure thank you you too bye bye.