AccountId: 011433970860
ContactId: e8af7cb4-ea17-438f-9cfe-9ee0082131e6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169720 ms
Total Talk Time (AGENT): 78326 ms
Total Talk Time (CUSTOMER): 40812 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/e8af7cb4-ea17-438f-9cfe-9ee0082131e6_20250527T16:54_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling from a dentist office and I was just calling to get history of um X-rays for a patient.
[AGENT][NEUTRAL] OK. You're just needing to get history information for x-rays. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And who am I speaking with?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number, please?
[CUSTOMER][NEUTRAL] 02610895
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] Any information that I do provide today would be a verification of benefits and not a guarantee of payment. What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. Now, on this policy that he has with APL, there is no history on file for him.
[CUSTOMER][POSITIVE] OK perfect that's all I needed thank you.
[AGENT][NEUTRAL] OK, well, you're very welcome and then one last thing [PII], should you all end up filing a claim with APO for him once the claim has been processed by us, we do have a portal in which you should be able to check his claim status in and the website for that is located at secured.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect and you paid it out of network, [PII], correct?
[AGENT][NEUTRAL] Yes ma'am, this plan does participate with the Carrington TPO network, but they are not required to use the network provider.
[CUSTOMER][NEUTRAL] OK perfect and then one more question any waiting periods?
[AGENT][NEGATIVE] There are not.
[CUSTOMER][POSITIVE] OK perfect that's it.
[AGENT][POSITIVE] OK. Well, that's all I can help you with. Thank you very much for calling APL and I hope you have a nice afternoon.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][POSITIVE] You're welcome and thank you.