AccountId: 011433970860
ContactId: 9c271ff1-fb50-4ba1-b60e-bb30733bd7c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 291959 ms
Total Talk Time (AGENT): 149566 ms
Total Talk Time (CUSTOMER): 67644 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/9c271ff1-fb50-4ba1-b60e-bb30733bd7c2_20250411T15:58_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 [PII], this is [PII] from Layton Lakes Dental. Hi, I have a patient, um, that has this insurance. She says her card that say dental, but I'm not sure if this is a PPO plan or discount plan for her.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I will be glad to help you, but I am so sorry I did not catch your name.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] [PII]. Alrighty, thank you for that. Go ahead and give me a good policy number.
[CUSTOMER][NEUTRAL] I have here 02599329.
[AGENT][NEUTRAL] Uh, [PII], thank you for that. Now, while I'm pulling this up, go ahead and give me a good return telephone card number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, [PII], thank you for all that information. Now, your patient's name and date of birth.
[CUSTOMER][NEUTRAL] Um, I don't have the date of birth, but her name is [PII].
[AGENT][NEUTRAL] Who [PII], uh, without a date of birth, I'm not allowed to answer any questions due to HIPAA.
[CUSTOMER][NEUTRAL] Without the date of birth?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Alright, can I put you on a brief hold? Let me get that from her. Hold on one second.
[AGENT][NEUTRAL] Yes, ma'am. Yes, ma'am.
[CUSTOMER][NEUTRAL] Alright, so that date of birth is gonna be [PII].
[AGENT][NEUTRAL] Alrighty, [PII], thank you so much for all that information. Alright, let's see, looks like [PII] is a dependent on this dental plan to show the original effective date is for [PII]. Patient is current and active, but I must advise that verification of coverage is not a guarantee of payment on a claim, but you did say you had a question about the PPO network and benefits.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, we do a fax back of benefits. You want me to get them faxed over to you? You get them back.
[AGENT][NEUTRAL] Couple of minutes
[CUSTOMER][POSITIVE] Yeah, yeah, you can do that.
[AGENT][POSITIVE] Yes, ma'am. Give me a good fax number. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Well, I'm gonna repeat that fax. I'm gonna make sure I'm keying this incorrectly. That fax is 4803066157. Was that?
[AGENT][NEUTRAL] Correct fax number?
[CUSTOMER][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, and your question about a PPO network, uh, they are not in a PPO network. They can go to any dentist that they choose to go to. It will be paid based on UCR.
[CUSTOMER][NEUTRAL] It's here.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and does your fax bag contained um a complete breakdown with um address for claims and payer ID?
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes, ma'am. Yes ma'am, but I'll be glad to give it to you now over the phone if you need it. No problem.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, yeah, OK, I'll take it.
[AGENT][NEUTRAL] Yes, ma'am. OK, yes ma'am. Our, uh, mailing address to all for all claims is gonna be to APL claims department.
[AGENT][NEUTRAL] And our address is [PII].
[AGENT][NEUTRAL] And we're in [PII], [PII].
[AGENT][NEUTRAL] And our zip is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you want our electronic payer ID number as well?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] That is 60801, and you can
[AGENT][NEUTRAL] Fi electronically as well.
[CUSTOMER][NEUTRAL] OK, and what is your name again?
[AGENT][NEUTRAL] My name is [PII], that's spelled [PII] And is that all that I can help answer for you today, [PII]?
[CUSTOMER][POSITIVE] No, that is it. Thank you.
[AGENT][NEUTRAL] OK, well, yes ma'am and.
[AGENT][POSITIVE] Thanks so much for calling APR and you have a great rest of your Friday.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, ma'am. Bye