AccountId: 011433970860
ContactId: bb31a518-4840-44ca-a20f-45d2b19df052
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 506399 ms
Total Talk Time (AGENT): 168527 ms
Total Talk Time (CUSTOMER): 261926 ms
Interruptions: 4
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/bb31a518-4840-44ca-a20f-45d2b19df052_20250422T20:43_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, this is [PII]. Um, I have a dental provider on the line and she needs to speak with someone.
[AGENT][NEUTRAL] Oh, OK, um, and what's her name?
[CUSTOMER][NEUTRAL] Her name is [PII].
[AGENT][NEUTRAL] My see. OK. Did you get a callback number? Yeah.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK dokey, did you get a policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, she, I'm sorry, I did not. Um, because she was saying.
[AGENT][NEUTRAL] No, it's OK. No, it's fine. No, it's fine. It's it's it's fine.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm sorry. My mind did not even go there. I cannot believe that.
[AGENT][NEUTRAL] No, it's OK
[AGENT][POSITIVE] Don't worry.
[AGENT][POSITIVE] No, don't worry. I mean, it has happened to me before, trust me.
[CUSTOMER][NEUTRAL] Because she was saying.
[CUSTOMER][NEUTRAL] No, and my mind was not working that way cause she was saying that she's trying to access the online service center when it's having a lot of problems and I was telling her that, you know, I know it was down yesterday, um, and I still have trouble today. I don't know that, but you know, I was just trying to talk about that and nothing else entered my mind. I'm so sorry.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] I didn't know that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Because she was asking for a payer ID number I'm like I have no clue what that is, so I said let me get you to someone.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, I got her. So is that all she needing a payer ID or is she needing like claim status or? Oh, OK.
[CUSTOMER][NEUTRAL] I think payer ID.
[CUSTOMER][NEUTRAL] Mm yes.
[CUSTOMER][NEUTRAL] She had, she asked me that for the payer ID because she was having trouble getting on the online service center so I don't know if that was the issue or not.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, it's OK. I got her. Oh, thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I'm so I appreciate it. Thank you. You too.
[AGENT][POSITIVE] Hi, good afternoon. You're welcome. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Good afternoon, Ms. [PII]. This is [PII] in the care team. How are you?
[CUSTOMER][NEUTRAL] I'm sorry I missed that.
[AGENT][NEUTRAL] This is [PII] in the care team. And how may I assist you today?
[CUSTOMER][NEUTRAL] OK, I'm trying to send a claim electronically to your company. I only have like 3 people in this area left with this company.
[CUSTOMER][NEGATIVE] And I can't send this electronically.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it had something about OCS or OSC whatever can't get in that.
[CUSTOMER][NEUTRAL] Um, is there a way to send electronically we use Vine Trellis, which is of course a nationwide eco filing claim service. Is that something you do not accept?
[AGENT][NEUTRAL] I can check and see. It, it really depends on the product. We have one product that we need to have that product sent by mail or fax, and there's, there's another one that does have a that payer ID that you can use to submit uh electronic claims. So it really depends on.
[CUSTOMER][NEUTRAL] Clams through uh.
[CUSTOMER][NEUTRAL] OK, well, I don't know what a what a product is, but this is the dentist office.
[AGENT][POSITIVE] Dental. Perfect. OK.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] All right. Um, OK, and do you have a policy number for me or you don't have that information, Miss [PII]?
[CUSTOMER][NEGATIVE] I, that's, that's, it didn't recognize anything I had on her, so I put in the group number. I put in her social. I put in the policy number that your company gave me her ID number last week. That didn't work. I put her all one in that I had. That didn't work 4 times. So if you'll tell me where I can find it, I will, I.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'll put it down.
[CUSTOMER][NEGATIVE] But it is an online 23 on the ADA form, which is ridiculous since there's 20 different ADA forms and it doesn't specify which one.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] Like 88 2012 88.
[AGENT][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] I mean surely you could pull her up by her social security number.
[AGENT][NEUTRAL] Yeah, I can go ahead with the social.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. And what's her name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have um her date of birth for security?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, do you want to try uh payer ID 20801?
[AGENT][NEUTRAL] I mean 60801. I do apologize, 60801.
[CUSTOMER][NEUTRAL] 2080.
[CUSTOMER][NEUTRAL] I'm sorry, what is it?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, let me ask you a question. How is your, um,
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Company's name listed in this thing.
[AGENT][NEUTRAL] American Public Life.
[CUSTOMER][NEUTRAL] Is it APL, American Public Life, American Public Life.
[AGENT][NEUTRAL] American Public Life. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] but he may not he may not have a check over there.
[CUSTOMER][NEUTRAL] OK, um, where is it?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, here's the carrier American.
[CUSTOMER][NEUTRAL] Seeing the drop, you're not on this drop down anywhere.
[AGENT][NEUTRAL] So you're not finding us with the payer ID 60801.
[CUSTOMER][NEUTRAL] Wait, wait, wait, I wait a minute, I think I see something. I think I just saw something hang on.
[CUSTOMER][NEUTRAL] [PII], no, not PO [PII] payer ID 60801.
[CUSTOMER][NEUTRAL] Let me save it. Let's see what it does now.
[CUSTOMER][NEUTRAL] Release it.
[CUSTOMER][NEUTRAL] And go to.
[CUSTOMER][NEUTRAL] Nope, to submit an attachment with this claim, select the carrier from the drop down below. If the carrier is not listed, then no electronic connection is available for attachments.
[AGENT][NEUTRAL] OK. We also have the fax, fax if you need to fax it or mail it.
[CUSTOMER][NEUTRAL] Why did it show up on the
[CUSTOMER][NEUTRAL] Yeah, but there's X-rays.
[AGENT][NEUTRAL] Uh, we don't need those. We don't request those.
[CUSTOMER][NEUTRAL] I mean, you know, there's.
[CUSTOMER][NEUTRAL] To do a pre-authorization for a partial.
[AGENT][NEUTRAL] Yeah, we don't request those.
[CUSTOMER][NEUTRAL] OK, what's your fax number?
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] 865
[AGENT][NEUTRAL] No, let me repeat it again. It's 1877.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK, well, we did a root canal built up the crown on her in December, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Does that have to have X-rays?
[AGENT][NEUTRAL] No, uh uh. We don't request uh X-rays at all.
[CUSTOMER][POSITIVE] OK, well this is the easiest way, thank you so much.
[AGENT][NEUTRAL] You're welcome. Is there anything else I may help you with today, Ms. [PII]? Any other information you need?
[CUSTOMER][POSITIVE] No, uh uh, I, but I got, um, oh there it is. I'm gonna go in my system and change that to that, uh, payer ID number and see if I can, I might just do a dummy claim and see if I can get it to go all the way through. I appreciate your help. Thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good afternoon. And if you have any other troubles, just feel free to call us back, OK?
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] I appreciate it thank you.
[AGENT][POSITIVE] You're welcome, bye bye.