AccountId: 011433970860
ContactId: 16486696-f24b-40fd-bdbb-d43b6710cb44
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 220520 ms
Total Talk Time (AGENT): 129762 ms
Total Talk Time (CUSTOMER): 83554 ms
Interruptions: 2
Overall Sentiment: AGENT=2.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/16486696-f24b-40fd-bdbb-d43b6710cb44_20250327T15:22_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling from Doctor [PII] and his board's office in [PII]. How are you today?
[AGENT][POSITIVE] I'm great, [PII]. How are you?
[CUSTOMER][NEUTRAL] I'm doing well thank you. I am trying to create um I need to build the patient's insurance into our system um to be able to submit a claim and I wanted to verify something because she sent me like a copy of the card but like she has things crossed out for the claims and so I just want to make sure that I have everything correct.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, go ahead, give me that policy number.
[CUSTOMER][NEUTRAL] OK, so the policy number is 1,169,480.
[AGENT][NEUTRAL] Oh, it's, let me pull that up. Let's see.
[AGENT][NEUTRAL] Alright, and what is a good return telephone number please, ma'am?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] Alrighty [PII], thank you for all that information and your patient's name and date of birth today.
[CUSTOMER][NEUTRAL] So patient is [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] Alrighty, thank you for all that information. Looks like [PII] is a dependent spouse on this dental plan. They show her original effective date is [PII]. She is current and active, but I must advise that verification of coverage is not a guarantee of payment on a claim, but you're just got have questions um about the billing process, is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, so, um, well, do you accept electronic claims or no?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am, yes ma'am, let me back that question up. Did have you received the fact like of benefit yet?
[CUSTOMER][NEUTRAL] OK, what's
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, because that's gonna really tell you everything, our mailing address, payer ID, benefits, everything, but yeah, first off, yeah, give me a fax number and then we're gonna go over some things.
[CUSTOMER][NEUTRAL] Oh, OK, I can do I.
[CUSTOMER][NEUTRAL] I'll take it.
[CUSTOMER][NEUTRAL] It's um 410.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 277.
[CUSTOMER][NEUTRAL] 0139.
[AGENT][NEUTRAL] OK, well I'm gonna get this back started. OK, because yeah, our electronic payer ID number here is 60801.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK, I mean if you'd like I can wait until I get the fax and and.
[AGENT][NEUTRAL] And you can file electronically. Well, I'll just go ahead just to make sure while I'm doing it. It'll take about 5 minutes for it to come through, but yes, that is our electronic payer ID number or if you want a paper mail it, it, um, our address is going to be to APL.
[CUSTOMER][NEUTRAL] And send it that way, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And our zip is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then can you tell me if you allow assigning the benefits or is the patient gonna be reimbursed?
[AGENT][POSITIVE] Yes, ma'am. No ma'am, we, we do allow a assignment benefit. If you send that claim in with the assignment benefit, we will pay you. Yes ma'am.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Perfect. OK, then for the rest I'll just wait until I get the fax. Thank you so much. I really appreciate your help.
[AGENT][POSITIVE] Oh, you're so welcome. Is that all that I can help answer for you today?
[CUSTOMER][NEUTRAL] Yes ma'am, that is it.
[AGENT][POSITIVE] All right. Well, thank you so much for calling APL Monet. You have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you, ma'am. Bye-bye.