AccountId: 011433970860
ContactId: de15f6ac-1bf1-4616-9fa2-fa70dec5bfd6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132559 ms
Total Talk Time (AGENT): 31944 ms
Total Talk Time (CUSTOMER): 70673 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/de15f6ac-1bf1-4616-9fa2-fa70dec5bfd6_20250501T16:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], um, good afternoon. I'm calling from Doctor [PII]'s office.
[CUSTOMER][NEUTRAL] And I need you to assist me with some uh benefit coverage for a new patient, please.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I can help you with benefits. Um, could I get your name and a good callback number?
[CUSTOMER][POSITIVE] Yes, absolutely. So that is my thing and that is [PII]
[CUSTOMER][NEUTRAL] My callback number is [PII].
[AGENT][NEUTRAL] OK, thank you, May. Do you have a good policy number for the patient?
[CUSTOMER][NEUTRAL] I do so I have.
[CUSTOMER][NEUTRAL] 02605937
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Her name is [PII]. I don't have her date of birth because all she sent us was her a copy of the front and the back of the card.
[AGENT][NEUTRAL] OK, um, I, I do need her date of birth. It is.
[CUSTOMER][NEUTRAL] OK, well I would have to call back because unfortunately I don't have that information.
[AGENT][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] I didn't even know that American Public Life had dental coverage. This is the first I see of a policy like that unless it's a writer.
[AGENT][NEUTRAL] OK, yeah, it's, it's a dental, yeah, so, it's a full dental policy, but yes, we do have to have the date of birth to verify the patient.
[CUSTOMER][NEGATIVE] OK, I will get that and uh would this patient have out of network benefits because it it would be a waste of time for her.
[CUSTOMER][NEUTRAL] If she didn't have out of um out of network benefits because we wouldn't, we've never taken this insurance here, nor that I know that we're in contract.
[AGENT][NEUTRAL] Yes, there's no network.
[AGENT][NEUTRAL] Yeah, there's no network associated with the plan. They can see anyone.
[CUSTOMER][NEGATIVE] No network.
[CUSTOMER][POSITIVE] OK awesome thank you I appreciate you let me give her a call and I'll call back.
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][POSITIVE] Thank you bye bye.