AccountId: 011433970860
ContactId: 9a74045d-af7e-4152-931d-da873be5429f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196300 ms
Total Talk Time (AGENT): 72290 ms
Total Talk Time (CUSTOMER): 97002 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/2025/01/30/9a74045d-af7e-4152-931d-da873be5429f_20250130T16:29_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII]. I'm calling from OMS of Ohio. I'm calling in regards to a patient that I have here in the office, looking to see, um, just a little bit more about your, the insurance that she's provided. Um, I, I don't have a card or anything. She gave me like a dental insurance certificate. Um, I have the policy number on there. Are you able to look her up by that?
[AGENT][POSITIVE] Yes ma'am, do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] 24447
[AGENT][NEUTRAL] That's not enough numbers for our policy number. That sounds like the group number maybe, um.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I have a certificate number.
[AGENT][NEUTRAL] What is the certificate number?
[CUSTOMER][NEUTRAL] 024878888
[AGENT][NEUTRAL] Hold on one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What was the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] Um, let me get it from her. She's, she's doing her registration now. What's your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing dental benefits?
[CUSTOMER][NEUTRAL] Yes, so I'm looking to see if first like if we're showing us in or out of network. I don't.
[CUSTOMER][NEUTRAL] I, I've never heard of this insurance before, so I don't know if like you guys would would bill through connection dental that could make us in network.
[CUSTOMER][NEUTRAL] Um, or how this plan works exactly.
[AGENT][NEUTRAL] OK, I can help you with that. This policy does not have a network. They can go to any dentist.
[CUSTOMER][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] That's what I figured, OK, and then you guys pay on the um.
[AGENT][NEUTRAL] Usual and customary rate.
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] So like Rfi.
[AGENT][NEUTRAL] Right, you would just charge your normal fee and then we pay by usual and customary.
[CUSTOMER][NEUTRAL] OK, but there would be there's never a write off, correct?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And then um what is her max?
[AGENT][NEUTRAL] Any but if it's
[CUSTOMER][NEUTRAL] 1500
[AGENT][NEUTRAL] Any benefits given over the phone is not a guarantee of payment. The calendar year is 1500.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Her effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, and I think that's all I need then. Thanks so much.
[AGENT][POSITIVE] OK, thank you, [PII] for calling APO. You have a good day.
[CUSTOMER][NEUTRAL] Oh wait, oh wait, ma'am, ma'am, I'm sorry, sorry, I actually do need one more thing. What is um the claims mailing address?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So, um, do you want?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, that's all I need. Thanks so much and the and the insurance is American Public Life, correct?
[AGENT][POSITIVE] Thank
[AGENT][NEUTRAL] Yes, ma'am. Uh-huh.
[CUSTOMER][POSITIVE] OK, all right, thank you.
[AGENT][POSITIVE] Thank you, sir, for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.