AccountId: 011433970860
ContactId: e8ef5295-1f67-447f-834b-e8391f1d9c60
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173039 ms
Total Talk Time (AGENT): 77794 ms
Total Talk Time (CUSTOMER): 63770 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/e8ef5295-1f67-447f-834b-e8391f1d9c60_20250520T19:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. Um, I'm calling from a dental office, and I was just trying to see if it was in network, um, with this insurance because I'm not familiar with it. Are you able to help me with that?
[AGENT][NEUTRAL] Yeah, let's take a look at the policy. Do you have their policy number?
[CUSTOMER][NEUTRAL] Um, the patient policy number that I have.
[CUSTOMER][NEUTRAL] Is 2 I'm sorry, 024.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 41341.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is that up here one moment.
[AGENT][NEUTRAL] What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] The first name I have is [PII] Last name is [PII]. Date of birth is March, I'm sorry, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright. So, patient is active. It looks like the effective date on here is gonna be [PII].
[AGENT][NEUTRAL] And it looks like
[AGENT][NEUTRAL] The members plan can be used uh pretty much anywhere. The plan pays by UCR.
[AGENT][NEUTRAL] So there's no network required.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then if you need [PII], I can send you a fax back with a breakdown.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, can you please send that over to us?
[AGENT][POSITIVE] Mhm, that's a good facts.
[CUSTOMER][NEUTRAL] Yeah, the, um, fax is [PII].
[AGENT][NEUTRAL] Just to confirm, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right. Give it about 5 minutes and you should have that. Is there anything else that I can check on for you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, um, on that that back we have like um the claim address.
[AGENT][NEUTRAL] Mhm. But if you
[CUSTOMER][NEUTRAL] And like the policy information.
[AGENT][POSITIVE] Yeah, but if you want, I can give that to you. I'm happy to provide it over the phone.
[CUSTOMER][NEUTRAL] Um, if it's on the form that's fine. He's not coming in for a few weeks, so I was just verifying.
[AGENT][NEUTRAL] Yeah, so yeah, it'll have the claims mailing address or payer ID fax. It has all the percentages waiting periods and then if the code isn't listed on the fax back, it's not covered under the members plan basically.
[CUSTOMER][POSITIVE] Perfect. OK, thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You do the same bye bye.
[AGENT][NEUTRAL] Bye bye.