AccountId: 011433970860
ContactId: bcf3efed-524e-401c-860c-3f47d6e00d48
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 252559 ms
Total Talk Time (AGENT): 125804 ms
Total Talk Time (CUSTOMER): 87961 ms
Interruptions: 2
Overall Sentiment: AGENT=1.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/bcf3efed-524e-401c-860c-3f47d6e00d48_20250421T18:33_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, I'm trying to um verify if we are in network with, um, you guys.
[CUSTOMER][NEUTRAL] Can I give you, uh,
[AGENT][POSITIVE] OK, be glad to help you. Go ahead and give me your name and the member's policy number.
[CUSTOMER][NEUTRAL] My name is [PII] and the member's policy number is 02605937.
[CUSTOMER][NEUTRAL] Do you need our um.
[AGENT][NEUTRAL] Oh, the [PII]?
[AGENT][NEUTRAL] Go ahead and give me a good return telephone call number please, ma'am.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you for that information, [PII]. Now, your patient's name and date of birth today, please, ma'am?
[CUSTOMER][NEUTRAL] OK, it's first name is [PII] spelled [PII]
[CUSTOMER][NEUTRAL] Last name is spelled [PII].
[CUSTOMER][NEUTRAL] And her date of birth is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alrighty, thank you so much for all that information, [PII]. Now it looks like [PII] is the insured on this dental plan. Original effective date will be [PII]. She is current and active, but I must advise that verification of coverage is not a guarantee of payment on the claim, but you did say you want the name of the network that she's in or if you're in network, correct?
[CUSTOMER][NEUTRAL] Correct, I just wanted to find out if we're in network.
[AGENT][NEUTRAL] Yes ma'am, they are not in a network. They can go to any dentist in any state, anywhere that they choose to go to.
[AGENT][NEGATIVE] This is not in the network.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] So, um, we would just submit the claims to you guys, um, through electronic claims or?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You can, yes ma'am. I'll be glad to give you the electronic payer ID number as well as our mailing address.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, our electronic payer ID number is 60801.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And our mailing address is to APL Dental Claims Department.
[AGENT][NEUTRAL] And that is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] And our zip is [PII].
[CUSTOMER][NEUTRAL] OK, um, is there a group number or no?
[AGENT][POSITIVE] Uh yes, ma'am. I'll get over there and give that to you.
[AGENT][NEUTRAL] Let's say group number 17626.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, thank you very much.
[AGENT][NEUTRAL] And do you, yes, ma'am, and do you perhaps need a backpack of benefits?
[CUSTOMER][NEUTRAL] Um, OK, actually.
[CUSTOMER][POSITIVE] Yes, that would be very helpful.
[AGENT][POSITIVE] Yes, go ahead and give me a good fax number, [PII].
[CUSTOMER][NEUTRAL] Um, I have fax number.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, give me about 4 or 5 minutes and I'll get that faxed over to you and it's gonna tell you every code covered and how it is covered, OK?
[CUSTOMER][POSITIVE] Alright, thank you very much.
[AGENT][POSITIVE] Yes, ma'am. Is that all I can help you with today, [PII]?
[CUSTOMER][POSITIVE] That's all, thank you.
[AGENT][POSITIVE] OK, yes, ma'am, and thank you for calling APO. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you, ma'am. Bye bye.