AccountId: 011433970860
ContactId: accecf9e-18f8-4297-a18b-0016ba02add1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 291299 ms
Total Talk Time (AGENT): 102069 ms
Total Talk Time (CUSTOMER): 134228 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/accecf9e-18f8-4297-a18b-0016ba02add1_20250226T16:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. This is [PII] calling from I Smile Dental Clinic. I'm just calling to check one of our patient's account, and I would like to know if how can we, how can we be able to submit claims and pre-estimates? Can you help me with that?
[AGENT][NEUTRAL] I'm sure, [PII] I can assist you with benefits. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. This is direct. That would be [PII].
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] Sure, the member's ID that would be 2259801.
[CUSTOMER][NEUTRAL] For [PII].
[AGENT][NEUTRAL] And please verify his date of birth.
[CUSTOMER][NEUTRAL] Sure, that would be [PII].
[AGENT][NEUTRAL] OK. And just let me advise you that verification of coverage does not guarantee payment of claims. I'm showing the effective date on this policy was [PII] and the policy is still active. And for a list of its benefits and the fee schedule where you can determine your own pre-estimates, I can fax that over to you. What's your fax number?
[CUSTOMER][NEUTRAL] I'm sure I am already good with that since the previous rep also sent me a fax back of the patient's eligibility and benefits and I just have some questions here that I need to double check because uh we can send pre and claims for [PII] so I would just like to know how can we send claims and with this if you can give me the which one is the correct payer ID.
[AGENT][NEUTRAL] Um, yes, sir. The payer ID is 60801.
[CUSTOMER][NEUTRAL] Thank you. And how can we submit claims and pres? Is it only through payer ID?
[AGENT][NEUTRAL] Um, you can mail the claims in or you can fax them in. Um, our fax number is.
[AGENT][NEUTRAL] 87736.
[AGENT][NEUTRAL] 59423 and please attention it to the claims department.
[CUSTOMER][NEUTRAL] Thank you. Just to confirm, [PII], right?
[AGENT][NEUTRAL] Yes, sir, and attention it to the claims department.
[CUSTOMER][NEUTRAL] How about for your mailing address? Can you also send it through mail?
[AGENT][NEUTRAL] Yes, sir. They can be mailed in as well. And the mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh this is through mailing address, right?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Thank you for that. And yeah, I would like, I would just like to double check which dental carrier are we under?
[AGENT][NEUTRAL] Can
[AGENT][NEUTRAL] You mean the network?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, this
[CUSTOMER][NEUTRAL] Is it just under American Public Life?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] So not like either Meridine or Emeritus, right? Just American Public Life or APL.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Alright, one moment here.
[CUSTOMER][NEUTRAL] And I just want to confirm that since this is a life insurance, this is different than a medical and dental insurance, right? Or this is a dental insurance as well for [PII]?
[AGENT][NEUTRAL] Yes, sir. This is a dental policy.
[AGENT][NEUTRAL] Dental only.
[CUSTOMER][NEUTRAL] So I see. So it should be good when we try to submit claims and with this with this payer ID mailing address and fax number, right?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] I see. So yeah, I think that's it for me today. Can I just have a reference number, please?
[AGENT][NEUTRAL] I'm sure, JD the reference number is my name and today's date. My name is Evie. It's spelled [PII] and my last initial is M like [PII]. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] Um, yeah, that's it for me today. Thank you so much for your help, [PII], and bye for now.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, thank you again for calling APLJD. You have a great day. Mm bye.
[CUSTOMER][POSITIVE] Thank you.