AccountId: 011433970860
ContactId: caefcd46-9a36-474c-bc05-0ee9e6cd7e92
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 211389 ms
Total Talk Time (AGENT): 74099 ms
Total Talk Time (CUSTOMER): 77132 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/caefcd46-9a36-474c-bc05-0ee9e6cd7e92_20250204T20:01_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], I am needing some dental benefits for a patient, please.
[AGENT][NEUTRAL] May I have your name and a callback number?
[CUSTOMER][NEUTRAL] [PII] [PII] no extension.
[AGENT][NEUTRAL] And [PII], may I please have the policy number?
[CUSTOMER][NEUTRAL] Um, 497250886.
[AGENT][NEUTRAL] That's not one of our policy numbers.
[CUSTOMER][NEUTRAL] It's a social.
[AGENT][NEUTRAL] Let me check that.
[AGENT][NEUTRAL] May I have the member's first and last name and their date of birth?
[CUSTOMER][NEUTRAL] Um, do you want the patient I'm calling about or the policy holder?
[AGENT][NEUTRAL] The patient.
[CUSTOMER][NEUTRAL] OK, um, [PII]. Date of birth [PII].
[AGENT][NEUTRAL] And you stated that you're calling in for benefits for this member. Would you, would, would you like to fax that?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Um, sure, um, there's probably a couple of codes that I'll need that won't, won't be on the fax back.
[AGENT][NEUTRAL] If they're not on the fax back, then we don't cover it.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Easy enough.
[CUSTOMER][NEUTRAL] Um, and what networks do you participate in?
[AGENT][NEUTRAL] This is a per contract is based off of what is listed on the fax back.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And may I have a fax number please?
[CUSTOMER][NEUTRAL] Are you ready for that fax? [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And to the attention of [PII], is this spelled [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, I will get that sent over to you. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Um, will the, uh, payer ID and claims address be on there?
[AGENT][NEUTRAL] Yes, ma'am. And would you like for me to go ahead and give you the policy number?
[CUSTOMER][NEUTRAL] OK, and
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK. The policy number is 01.
[AGENT][NEUTRAL] 24
[AGENT][NEUTRAL] 651 9.
[CUSTOMER][NEUTRAL] OK, um, and my last question is do you assign benefits, uh, if we're out of network?
[AGENT][NEUTRAL] No, it's not based off of in or out of network.
[CUSTOMER][NEUTRAL] Oh it's not? OK, um, so payment can be sent to the provider then.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK excellent thanks so much.
[AGENT][NEUTRAL] And also you did ask for the um group number?
[AGENT][NEUTRAL] Is that what you ask for? OK, the group number is 15197 because it won't be listed on that fax then.
[CUSTOMER][NEUTRAL] Oh sure if you
[CUSTOMER][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and is there a group name as well?
[AGENT][NEUTRAL] The group name is showing Universal Trucking.
[AGENT][NEUTRAL] DNJ.
[CUSTOMER][POSITIVE] OK, thank you so much have a great day.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day as well.
[CUSTOMER][POSITIVE] Thanks bye bye.
[AGENT][POSITIVE] Thank you bye.