AccountId: 011433970860
ContactId: 38729fa7-c893-4cce-877b-a8ec64248b9e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 222320 ms
Total Talk Time (AGENT): 98472 ms
Total Talk Time (CUSTOMER): 85443 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/38729fa7-c893-4cce-877b-a8ec64248b9e_20250522T12:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, sir, good morning. My name is [PII] I'm calling in regards to a patient that we have in office which he gave me a secondary insurance, um, which should be this one, and I'm just calling to confirm it for a visit.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, I'm happy to take a look. Do you have the uh patient policy number? I can pull it up.
[CUSTOMER][NEUTRAL] Yes, it's gonna be 02282910.
[AGENT][NEUTRAL] Thank you. And then if I can get the patient's name and date of birth, please, [PII]?
[CUSTOMER][NEUTRAL] Yeah, his name is [PII].
[CUSTOMER][NEUTRAL] Date of birth is gonna be.
[CUSTOMER][NEUTRAL] it's gonna be [PII].
[AGENT][NEUTRAL] All right, thank you so much. So, patient is active, effective date is [PII]. Uh, we are their secondary insurance, so this will cover deductible, co-pay, or co-insurance. The primary does not.
[AGENT][NEUTRAL] There's no network required for usage it just follows um the primary, so.
[CUSTOMER][NEUTRAL] OK, so if we wanted to put um it in our system, how would we go about doing that?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Do you need like a payer ID? What kind of information do you need? OK, yeah, I can give you all of that. We have mailing address, fax number.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] What is, yeah, what is the, um, I need, I guess I need the everything the uh the mailing address, what is it?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, so the claims mailing address would be to [PII].
[AGENT][NEUTRAL] And it's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And it's in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what is the payer ID?
[AGENT][NEUTRAL] Her ID is 60801.
[CUSTOMER][NEUTRAL] OK, and then for this plan, it doesn't have anything like um what it, what's the max and is it like different percentages per um per vent to basic and major it's just whatever the primary doesn't pay.
[AGENT][NEUTRAL] So it does have like an outpatient max and inpatient um their outpatient max for the calendar year is 1500.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's the same for inpatient?
[CUSTOMER][NEUTRAL] OK, 300, um, and then.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] About the, the parenthesis basic and major, how does that work?
[AGENT][NEUTRAL] All right. [PII], are you looking for, so are you on with a dental office?
[CUSTOMER][NEUTRAL] Because this is I'm calling for dental. That's why I wanna make sure that this is for a dental plan.
[AGENT][NEUTRAL] Oh, OK. Now we're on the same page. No, this is a medical plan. It's not a dental plan.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so he doesn't have any dental benefits from confirming that. OK.
[AGENT][NEGATIVE] No, there's no dental benefits on this, and he doesn't have any dental plan. I'm sorry.
[CUSTOMER][POSITIVE] OK, alright, no problem. I'll, I'll let him know. Thank you so much for letting me know that.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.