AccountId: 011433970860
ContactId: f2dd1bc5-6cff-4239-80e0-4a41a7eca95c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 304529 ms
Total Talk Time (AGENT): 118880 ms
Total Talk Time (CUSTOMER): 60807 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/f2dd1bc5-6cff-4239-80e0-4a41a7eca95c_20250108T21:29_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from a dental office. I'm calling to check and see when if we're in network for a patient's policy and then if we are get uh like a benefits and eligibility.
[AGENT][NEUTRAL] OK, I can help you with that. Did you say your name was [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK. If I could get a callback number for you, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] The policy number is 02576908.
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it's [PII] and the last name is [PII]
[AGENT][POSITIVE] OK, thank you so much for verifying her account uh now to get uh provider information.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] You would have to call a different number to see if you guys are uh part of the network for her dental policy.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] that.
[AGENT][NEUTRAL] For the network providers.
[CUSTOMER][NEUTRAL] Oh, you don't, you can't see it if we're in network or not?
[AGENT][NEUTRAL] No, I can. I can uh fax over her benefit information. Um, that's gonna be the same. Um.
[CUSTOMER][NEUTRAL] You too
[AGENT][POSITIVE] It's a flat rate uh benefit for the dental.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I can send you over.
[CUSTOMER][NEUTRAL] What do you mean?
[AGENT][NEUTRAL] The policy is going to pay, uh, so for the procedures, it pays up to, um, like the major procedures pay up to a certain amount, um, as far as like, um,
[AGENT][NEUTRAL] The provider network uh would be based on the type of um
[AGENT][NEUTRAL] Oh gosh, like write off, you can give the, the um insured, but the, the, the benefits pay the same. Like there are different benefits for in-network provider versus the network provider.
[CUSTOMER][NEUTRAL] OK, and what network does it fall under?
[AGENT][NEUTRAL] Uh, the, to call, you have to contact Carrington, Carrington, uh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Are you familiar with them? OK, and I do have the, OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yep, we're a network for caring.
[AGENT][NEUTRAL] And so would you like the benefits faxed to you, a breakdown of the benefits? OK, hold one moment, let me get that pulled up.
[CUSTOMER][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, [PII], thank you for holding. I apologize for the wait. Uh, will I be sending this to your attention?
[CUSTOMER][NEUTRAL] Um, yes, please.
[AGENT][NEUTRAL] OK, and what is the fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I have [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, it is on its way. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No ma'am, that's it.
[AGENT][POSITIVE] OK, you have a wonderful day. Thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you mhm bye bye.
[AGENT][NEUTRAL] Bye bye.