AccountId: 011433970860
ContactId: 7e2b685f-2325-4286-b250-ca53e9dcaeb2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 297029 ms
Total Talk Time (AGENT): 90720 ms
Total Talk Time (CUSTOMER): 143601 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/7e2b685f-2325-4286-b250-ca53e9dcaeb2_20250228T22:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Thank you, [PII]. This is [PII]. I'm calling from Mas Dental office. How are you today?
[AGENT][POSITIVE] I'm good, [PII] how are you?
[CUSTOMER][POSITIVE] Great to hear. I'm doing awesome. I can't complain. Today's Friday. Thank you for asking.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, I, I don't, I wanna know, can you check, uh, eligibility for me for a patient?
[AGENT][NEUTRAL] Mhm. Happy to check that. What's the patient's policy number?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK. Uh, I wasn't sure. Uh, OK. I have here 02.
[CUSTOMER][NEUTRAL] 441731.
[AGENT][NEUTRAL] Alright, let me pull this up here.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And then what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, her date of birth is [PII].
[AGENT][POSITIVE] Thank you so much. So, patient plan is active. Uh, the effective date on this is [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. Uh, is there a website that we can, um,
[CUSTOMER][NEUTRAL] check uh for eligibility or we will have to call, um.
[CUSTOMER][NEUTRAL] Or the
[CUSTOMER][NEUTRAL] For checking for eligibility of the patient.
[AGENT][NEUTRAL] Um, yeah, unless you've registered on our site as a provider, you would just have to call for eligibility and benefits if you need like a fax back breakdown of the benefits we can send that also.
[CUSTOMER][POSITIVE] OK. Oh well, that'd be awesome then. Yeah. um, I can provide with the facts and then I'll let the manager know so that she can um look into that, um, for that, you know, web page and that way we can also access. Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What's a good fax number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, [PII], is that correct?
[CUSTOMER][POSITIVE] That's correct, yes.
[AGENT][NEUTRAL] Alright, so I will send that over. It should be there in about 5 minutes. Is there anything else I can help with today, [PII]?
[CUSTOMER][NEUTRAL] Thank you. Um, yeah, um, I do see here on her card that she has APL, right? But also say on the upper right corner Carrington as well. So, um,
[CUSTOMER][NEUTRAL] We will be billing Carrington of a claim.
[AGENT][NEUTRAL] Uh, you're gonna bill American Public Life for the claims. The policy participates in the Carrington PPO network.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] Uh, but the insurance company where the claims are gonna go to is APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] APL
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] APL. OK. All right. Yeah, cause the card, let me see.
[CUSTOMER][NEUTRAL] Well, I, I'm assuming on the, on the facts that will have some claim information as well and we can send in.
[AGENT][NEUTRAL] Yeah, it has the payer ID, the mailing address, and the fax.
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][POSITIVE] Awesome. And um one more thing, um, does the patient show any history on file? She says it's been a long time since she went to the dentist.
[AGENT][NEUTRAL] Yeah, let me take a look here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, I'm not showing any history on file, so it looks like, yeah.
[CUSTOMER][NEUTRAL] Mm OK. All right. And does this go by like a, a benefit calendar year? or does she have a maximum or how does it go?
[AGENT][NEUTRAL] It is a calendar year plan. It looks like their calendar year maximum is $500 and then the calendar year deductible is $50.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] OK. Well, thank you so much for your inform me.
[AGENT][POSITIVE] You're welcome. Have a good day. Have a good day, [PII].
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] You do as well. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.