AccountId: 011433970860
ContactId: f8ae92d8-55f8-4ee1-b3f4-3ed647beeb85
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 246279 ms
Total Talk Time (AGENT): 104117 ms
Total Talk Time (CUSTOMER): 118311 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/f8ae92d8-55f8-4ee1-b3f4-3ed647beeb85_20250320T21:38_UTC.wav
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[AGENT][NEUTRAL] Good afternoon thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, yes, I'm calling, uh, about, uh, I, I'm calling from a, from a dentist's office.
[CUSTOMER][NEUTRAL] And uh it's concerned one of the uh a patient who has APL.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is this, it's for dental?
[AGENT][NEUTRAL] Dental, mhm, sure, yeah, I can assist you and um may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm sorry, can I get your name one more time?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm calling from Doctor [PII] office.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you. And may I have the policy number of the patient?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 02506636
[AGENT][NEUTRAL] Thank you. What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Uh, her name is [PII] and her birthday is, let's see, is um [PII].
[AGENT][NEUTRAL] Thank you, Miss [PII]. And um do you need um like kind of benefits given to you verbally or faxed over to you or what questions do you have about the policy?
[CUSTOMER][NEUTRAL] OK, um, I'm gonna, I was, I was trying to fill out the claim. I was seeing, is there a certain paper you have to fill out? Is it just the ADA form?
[AGENT][NEUTRAL] ADA form.
[CUSTOMER][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] The melody.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] It's for American Public Life and it's, it has a post office box number in [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And uh yeah I have a fax number here so I was just making I was making sure to um.
[CUSTOMER][NEUTRAL] Uh, how to send it to you. I mean, what address? I mean what form to use. That's what it was because it's my first time doing it with APL.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Oh, OK, yes. I understand.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] And something else I was gonna ask, do y'all have a portal?
[AGENT][NEUTRAL] Uh, we do have a portal, yes, um, the portal is, um, if you go to [PII].
[CUSTOMER][NEUTRAL] Say it again please.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm. Yes, you have to create it, mhm, yes. You have to create an account, so you have to click on [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And there is an option for the provider.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you can go ahead and submit claims and get claim status there. Um, the only thing you cannot get is like eligibility for that you have to call, but yeah, you can get submit claims or check claim status. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I'm making sure I got it right. AM [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, it's one more thing I was going to, going to add, oh.
[CUSTOMER][NEUTRAL] When I said do y'all to do, he wants me to do uh a pre-authorization is, uh, do y'all do that y'all take it that way.
[AGENT][NEUTRAL] Um, it is not required, uh, but yeah, you can, if you wanna send one, yes, you can send one like that because it is considered a claim even though it's a pre-claim or pre-authorization. Um, yeah, you can send it to the same place or you can fax it or mail it. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, and what's your name again?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] OK, it's cute. OK. All right, but, but thank you for all your help.
[AGENT][POSITIVE] OK, thank you. Is there anything else I help you today?
[CUSTOMER][POSITIVE] You know, ma'am, thank you for all your help.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] All right. Well, you have a good afternoon, Ms. [PII].
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] Thank you. You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.