AccountId: 011433970860
ContactId: e70b6281-5926-4d18-abad-6e4c3bbf083b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 337549 ms
Total Talk Time (AGENT): 119571 ms
Total Talk Time (CUSTOMER): 96013 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/e70b6281-5926-4d18-abad-6e4c3bbf083b_20250314T17:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, I have a provider on the other line that needs some assistance with this account because we don't have those on our end.
[AGENT][NEUTRAL] OK, who am I speaking with?
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[AGENT][NEUTRAL] And where would you be calling from?
[CUSTOMER][NEUTRAL] I'm calling from [PII].
[AGENT][NEUTRAL] OK, and may I have the provider's name please?
[CUSTOMER][NEUTRAL] Um, that, OK, I didn't get her name. One moment, please.
[AGENT][NEUTRAL] OK, you can go ahead and just transfer him.
[CUSTOMER][NEUTRAL] OK, one moment please.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hi, yes, this is [PII]. I'm calling from Western Into, uh, to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, may I please have a callback number?
[CUSTOMER][NEUTRAL] Yeah, it's gonna be [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Yeah, it's going to be 02564967.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] sorry [PII] and date of birth is going to be [PII].
[AGENT][NEUTRAL] And thank you so much, [PII] for verifying the policy. You're calling in for eligibility. It does show that the policy is currently active. The effective date is [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, can I know if this policy uh is uh PPO or HMO?
[AGENT][NEUTRAL] This policy is based off of the contract benefit amount.
[AGENT][NEUTRAL] Would you like a fax back submitted over to you?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, can I please.
[AGENT][NEUTRAL] May I please have the fax number?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][POSITIVE] OK, I will get this submitted over to you. Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Um, yes, can I just verify if doctors in network?
[AGENT][NEUTRAL] It's not based off of in or out of network.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] It's per the contract amount. It's not a PPO or in or no PPO.
[CUSTOMER][NEUTRAL] Are they at least assigned? I would.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, just give me one moment.
[CUSTOMER][NEUTRAL] So are they assigned to the office? Do they have to be or?
[AGENT][NEUTRAL] It is the provider's discretion if they accept the insurance.
[AGENT][NEUTRAL] Now the only thing that you can do if you would like to see if you're in or out of network, that's where you will speak with Carrington Group to see if it's in or out, but for the contract is not the provider does not have to be in network to accept this policy.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Would I be able to speak with them or?
[AGENT][NEUTRAL] That was just who transferred the call.
[CUSTOMER][NEGATIVE] It's because they didn't ask me any questions they just told me that they would have to transfer the call and so that's why they didn't even let me ask anything.
[AGENT][NEUTRAL] OK, the only thing that I can do, I will be able to give you their telephone number and you would have to contact them to see if they're in or out of network with the provider.
[CUSTOMER][NEUTRAL] OK, that's fine. And is there like a plan code or no?
[AGENT][NEUTRAL] No, what type of plan code are you meaning?
[CUSTOMER][NEUTRAL] It's just like a plain code or a plan name.
[AGENT][NEUTRAL] They have a mid link. This is, I mean this is a let me see if what's the name of it.
[AGENT][NEUTRAL] There's no type of plan code. It's just a um American Public Life dental plan.
[CUSTOMER][POSITIVE] OK then um thank you um that's all that I needed.
[AGENT][POSITIVE] OK, and I do wanna thank you so much for calling American Public Life. Have a great day. Oh, did you have the number to Carrington?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I believe so it's the [PII].
[AGENT][NEUTRAL] Let me check that one for you.
[AGENT][NEUTRAL] Well, the one that we have to check for verification is 1-800.
[AGENT][NEUTRAL] 290.
[AGENT][NEUTRAL] 0523.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] OK.