AccountId: 011433970860
ContactId: c3f6d636-1d41-4a8d-9b1c-5d2d3de94030
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 234300 ms
Total Talk Time (AGENT): 94268 ms
Total Talk Time (CUSTOMER): 135857 ms
Interruptions: 2
Overall Sentiment: AGENT=1.2, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/c3f6d636-1d41-4a8d-9b1c-5d2d3de94030_20250205T21:00_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] with Touchstone Anoonics, and my name is spelled [PII]
[CUSTOMER][NEUTRAL] And I am calling um in reference to a member [PII] uh she is wanting to um understand what her out of pocket cost would be um if she were to see us for um an appointment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I didn't know yeah if APL or American Public Life, um, do you do pre-treatment estimates or um is she able to call you with the codes that we would um be servicing and get the cost?
[AGENT][NEUTRAL] Uh, you can do a pre-treatment estimation.
[CUSTOMER][NEUTRAL] Um, you know,
[CUSTOMER][NEUTRAL] OK, and how long does that take for a pre-treatment estimate to process?
[AGENT][NEUTRAL] Uh, once received, um, it's, uh, done within 2 to 2 to 4 business days.
[CUSTOMER][NEUTRAL] 2 to 4 business days. OK, and then where would I send the pre-treatment estimate? Is it, um, something that has to be mailed or can I?
[AGENT][NEUTRAL] Let me get her uh.
[AGENT][NEUTRAL] You can uh fax it over or you can mail it over. And what is the, uh, do you have her policy number?
[CUSTOMER][NEUTRAL] Oh sure yeah.
[CUSTOMER][POSITIVE] Yes, she gave me everything um to look it up.
[AGENT][NEUTRAL] OK, what is the policy number?
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] 01246519
[AGENT][NEUTRAL] OK. And her name?
[AGENT][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] Her name is [PII], yeah, her name is [PII]. [PII]. Um, the policy is under [PII], her spouse.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you can mail that to uh [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] That is in [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK and then is there an email option or a um fax option?
[AGENT][NEUTRAL] The fax not option would be um fax number 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, I will, um, pass this along to her and see if she wants us to send us a pre or send you a um a pre-D, um, so that we can get that estimate, um, otherwise, is she able to call directly, um, and give you the dental codes to get the fees?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, she can, and we can also fax over, uh, a list of her covered procedures.
[CUSTOMER][NEUTRAL] OK, I think we've got like what the percentage is we just don't know what the allowables are, you know, to be um.
[AGENT][NEUTRAL] So the allowable is based on uh usual and customary um but she can call in um and, and they could give her an estimate close to, you know, the allowed amount and.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] A loud amount. OK, alright, just in case that because I think she's in some pain, so, um, I just wanna give her all the options available, um, to be able to get, you know, a cost estimate for her. Alright, well thank you so much, [PII] for your help today.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] Oh OK. OK.
[AGENT][POSITIVE] You are welcome. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, I think that's it. um, we'll, we'll, um, get in touch with the patient and then see how she wants to proceed, so thank you again though.
[AGENT][POSITIVE] OK. OK. You have a wonderful day, [PII].
[CUSTOMER][POSITIVE] You too take care bye now.
[AGENT][POSITIVE] Thank you for calling APL bye bye.