AccountId: 011433970860
ContactId: c287f8ea-cd35-457d-bdc6-74021c5faafe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193919 ms
Total Talk Time (AGENT): 48835 ms
Total Talk Time (CUSTOMER): 83457 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/c287f8ea-cd35-457d-bdc6-74021c5faafe_20250429T21:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. This is [PII] from our dental. I wanted to ask a few questions about, um, how the copays go with this plan.
[AGENT][POSITIVE] OK, I'm happy to take a look. Do you have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, it's 02565780.
[AGENT][NEUTRAL] Alright, let me pull this up.
[AGENT][NEUTRAL] And I apologize. What was your first name again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] The name is [PII], and the date of birth is 1 2nd.
[CUSTOMER][NEUTRAL] The date of birth is [PII].
[AGENT][NEUTRAL] Thank you. So patient is active. Excuse me, the effective date on this is going to be [PII].
[AGENT][NEUTRAL] We are the members secondary insurance. So this picks up deductible, co-pay, co-insurance that the primary does not.
[CUSTOMER][NEUTRAL] You said the deductible, co-pays.
[AGENT][NEUTRAL] In co-insurance.
[CUSTOMER][NEUTRAL] That the main insurance doesn't cover.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, give me 1 2nd.
[CUSTOMER][NEUTRAL] Because I think my manager had a question, can you give me one second?
[AGENT][POSITIVE] Mhm. No worries.
[CUSTOMER][POSITIVE] Yeah, thank you.
[CUSTOMER][NEUTRAL] OK, yeah, she was wondering, uh, in case that we did want to bill APL, how would that work? Would it be electronically with the payer ID in the card or would we mail it? How do we charge the patients?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] You can do payer ID, you can do mailing address or fax.
[CUSTOMER][NEUTRAL] Hello? Oh, OK.
[CUSTOMER][NEUTRAL] So we can do it electronically with the payer ID?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, perfect. Could I, is it the.
[CUSTOMER][NEUTRAL] The address on the back of the insurance?
[AGENT][NEUTRAL] Yeah, it should be payer ID is 60801. Is that what you see?
[CUSTOMER][NEUTRAL] Yeah, then when we put in the information for the insurance for the claims, do we put the address that's in the back of the card, which is the American Public Life [PII]?
[AGENT][NEUTRAL] Yep.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good one.
[CUSTOMER][NEUTRAL] You