AccountId: 011433970860
ContactId: ea4e9556-a566-45da-9505-d1f6a9e165fb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130929 ms
Total Talk Time (AGENT): 39208 ms
Total Talk Time (CUSTOMER): 51759 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/ea4e9556-a566-45da-9505-d1f6a9e165fb_20250307T16:19_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from a dental office, Revital Dental. I was just checking to see if a patient's plan is, uh, if our provider is a network or if this is an indemnity plan.
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] On a pencil
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] I have here 02558125.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's for [PII] [PII].
[AGENT][NEUTRAL] And you were calling to see if the provider was in network?
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][NEUTRAL] So with this policy, it's not based off of in or out of network.
[CUSTOMER][NEUTRAL] OK, no problem. I do, I did receive a fax back showing that covered services are up to, uh, I guess our UCRC.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And a patient's maximum of 1500.
[AGENT][NEUTRAL] Yes, the account I see that. Yes. How may I assist you?
[CUSTOMER][NEUTRAL] Um, I wanted to know if this patient had any dental history.
[AGENT][NEUTRAL] Let me check that for you.
[AGENT][NEUTRAL] So for this member, you're calling to see if they have any dental history as of right now, no history is showing.
[CUSTOMER][NEUTRAL] OK, no problem. Would there be a reference number for the call?
[AGENT][NEUTRAL] The call reference will be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] Great, sounds good thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day, [PII].
[CUSTOMER][NEUTRAL] You too.