AccountId: 011433970860
ContactId: c6ad6246-f4c0-45e9-9314-fc7eec0a2385
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 265980 ms
Total Talk Time (AGENT): 139332 ms
Total Talk Time (CUSTOMER): 109443 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/c6ad6246-f4c0-45e9-9314-fc7eec0a2385_20250411T14:38_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good, yes, good morning [PII]. My name is [PII]. I'm calling from with Care Clinic. I'm just calling on behalf of a patient to see if we're a network or if um with her insurance.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, so [PII], so you're needing to check on network information for a member, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes, ma'am. Well, I can try and help you uh with that. What is your callback number please, [PII]?
[CUSTOMER][NEUTRAL] Callback number is [PII].
[AGENT][NEUTRAL] [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII]. Yes ma'am.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh-huh. Thank you. And your uh patient's policy number, please?
[CUSTOMER][NEUTRAL] Yes ma'am, let me go ahead and because I got an ID number, but let me go ahead and ask for that number as well. Give me one moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can I see your policy number, the card, the dental card?
[CUSTOMER][NEUTRAL] I could give you her date of birth if you'd like.
[AGENT][NEUTRAL] I can't. Yes, ma'am. I'll have to, I can't search my date of birth. Once I get her policy pulled up, I'll be able to verify that.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, it says 026.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. One moment please.
[AGENT][NEUTRAL] And you're calling on a dental policy?
[CUSTOMER][NEUTRAL] No, this is the only card that she's giving us. It's for dental, but we're PCP with urgent care.
[AGENT][NEUTRAL] OK, so first off let me.
[CUSTOMER][NEUTRAL] But she's not sure what's her um mhm.
[AGENT][NEUTRAL] OK, so let's do this. Any information provided would be a verification of benefits, [PII], not a guarantee of payment. What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII], so it's first name is [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Last name is [PII]
[CUSTOMER][NEUTRAL] PE.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] I'm sorry, tell me the date of birth one more time, [PII], is that what you said?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] OK. All right. So again, the policy you gave me is her dental policy. Let me see if she has another policy. She does.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, because I did ask her, I did let her know that this is for dental. There's a different um insurance, but, um, she's saying that this is the only one American public life that she has.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, she would need to set up, right, she would set up her profile in the portal. Her information to do that was included with her dental ID cards when those were sent, so she will need to set that up to get her ID cards for medical. But that policy number for the limited benefit plan that she has with APL is 2611231.
[CUSTOMER][NEUTRAL] For medical insurance.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it is active with an effective date of [PII].
[AGENT][NEUTRAL] Now,
[CUSTOMER][NEUTRAL] OK, and what is the, uh, what I'm sorry, what is that policy number again?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] 261-123-1.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And her policy, her plan participates in the multi-plan network.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] So if you're not sure if your provider is with multi plan I can give you their phone number and I could connect you if necessary.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yes please, thank you.
[AGENT][NEUTRAL] OK, so their phone number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And would you like for me to connect you with them?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][POSITIVE] OK, well, I'll be happy to do that. Is there anything else, [PII], that I can help you with first?
[CUSTOMER][POSITIVE] No ma'am, that'll be it thank you so much.
[AGENT][POSITIVE] OK. Well, you're welcome and thank you for calling APL. I hope you have a great weekend.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Yes ma'am, so one moment and I will get you connected, uh huh.
[CUSTOMER][NEUTRAL] They're gonna
[CUSTOMER][POSITIVE] Yes ma'am thank you they're gonna transfer me because this is for dental only.
[CUSTOMER][NEUTRAL] For questions about your privacy choices, please view our privacy policy on our website.