AccountId: 011433970860
ContactId: e5b333fd-35cc-4c12-bf2a-5ae9a554cd53
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168440 ms
Total Talk Time (AGENT): 105371 ms
Total Talk Time (CUSTOMER): 63093 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/e5b333fd-35cc-4c12-bf2a-5ae9a554cd53_20250218T16:56_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from Kera Dental. I'm calling in regards to a patient that is gonna be coming to our office as a new patient. I was hoping to get, uh, benefits sent over.
[AGENT][NEUTRAL] I can help with benefits and, and uh what is that policy number, please, [PII]?
[CUSTOMER][NEUTRAL] It is 01885798.
[AGENT][NEUTRAL] 798. Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], I'm not sure if you have [PII] or [PII].
[AGENT][NEUTRAL] Oh, the, uh, yes, and uh is this [PII] and the insured's date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And the only other thing I need please is just a callback number in the event that we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you so much. It does look like her policy went into effect on um [PII]. It is active. You mentioned benefits. Uh, is there anything in particular that I can tell you about it or uh would you like a fax back? Um.
[CUSTOMER][POSITIVE] A sack pack would be great.
[AGENT][NEUTRAL] OK, thank you. And what is that fax number, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII]. I'll have.
[CUSTOMER][NEUTRAL] Is it a way that you can, yes, is it possible for you to tell me if we are in network with them because I don't think we've worked with American Public Life before.
[AGENT][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] Well, what we do is we pay a percentage of the UCR. We don't have a network. Um, they're able to go to any dentist.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, OK, so it's like a discount plan?
[AGENT][NEUTRAL] Uh, well, it's, it's a, uh, I don't know how to describe it, it, it's, it's not dis it's not a discount plan, it's just that we don't have any sort of, uh, of a network because we pay a percentage of VCR.
[CUSTOMER][NEUTRAL] Oh there yes I see it. OK and you said you.
[CUSTOMER][NEUTRAL] We have that
[AGENT][NEUTRAL] Um, we don't, uh, we don't request that they go to, uh, a, a certain list of doctors. They can go wherever they want to. Now, it, it covers basic, basic restorative and, uh, major services, by the way, so when you get this faxed, you're going to see that it has a 12 month waiting period for the major expenses like endoontics periodontal services, uh, that's been met.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] So, um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I, I don't have any history for her since [PII], so.
[CUSTOMER][NEUTRAL] Perfect. OK, will it have um address and everything where I can send claims to on there and payer ID?
[AGENT][NEUTRAL] Yes, everything that's listed on here, um, we'll have, uh, it has all the information that you need in order to uh file a claim with us, but, um, it's not really a discount plan. You'll, you'll see where it just pays a percentage of of certain, uh, you know.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Got you.
[AGENT][NEUTRAL] Is there anything else that I can help with before I send this off?
[CUSTOMER][POSITIVE] No, that'll be it thank you so much I appreciate it.
[AGENT][POSITIVE] OK, thanks for contacting ATL. You have a very good day.