AccountId: 011433970860
ContactId: 02e0964c-479e-4860-a018-5c94eacb2149
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 222050 ms
Total Talk Time (AGENT): 67309 ms
Total Talk Time (CUSTOMER): 61790 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/02e0964c-479e-4860-a018-5c94eacb2149_20250520T18:47_UTC.wav
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[CUSTOMER][NEGATIVE] Dirty bottom.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling with the dental office. My name is [PII].
[CUSTOMER][NEGATIVE] I'm just calling on a claim that was denied.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] From
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And policy number of the patient?
[CUSTOMER][NEUTRAL] Yes it is um 00987058.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And do you have the date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And bill charges?
[CUSTOMER][NEUTRAL] 2935.
[AGENT][NEUTRAL] OK, let me pull that up. One moment.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK. Uh, was it asking for an explanation of benefits from the primary?
[CUSTOMER][NEUTRAL] Yeah, I sent that.
[CUSTOMER][NEUTRAL] I've already called on this claim.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. When was it sent?
[CUSTOMER][NEUTRAL] Uh, let me see here.
[CUSTOMER][NEUTRAL] Fax primary you'll be on [PII].
[CUSTOMER][NEUTRAL] How can I help you
[CUSTOMER][NEUTRAL] And I was wondering I thought my insurance.
[CUSTOMER][NEUTRAL] They covered part of it
[AGENT][NEUTRAL] OK, I show we received.
[AGENT][NEUTRAL] Said we received um incomplete information. Let me pull up what we received. Hold on one moment.
[CUSTOMER][NEUTRAL] I thought it was when I had the chro done too when they did that that was.
[CUSTOMER][POSITIVE] [PII], I'll get you checked in. Thank you, [PII], I'll get you checked in too thanks.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] OK, I see the primary EOB, um, not sure why.
[AGENT][NEGATIVE] It wasn't processed.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I'll reference the claim number. I think that may have been the problem, but I, we should have been able to see the claim number. Oh, OK, you said 3573294. OK.
[AGENT][NEUTRAL] Um, OK, let me send this back through. I'm not sure why it says there's incomplete information because I see the primary EOB. We received it and I'll get that this sent back through to our claims department.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] OK, thank you for calling APL.
[CUSTOMER][NEUTRAL] Do you know about how long?
[AGENT][NEUTRAL] Uh, typically takes about up to 7 working days.
[CUSTOMER][POSITIVE] Oh sounds good. OK, thank you so much appreciate it. Do you have like a reference number for this phone call?
[AGENT][NEUTRAL] Uh it's just my name, [PII], first initial to last name [PII], and today's date.
[CUSTOMER][POSITIVE] OK wonderful thank you so much for your help have a great day.
[AGENT][POSITIVE] OK, thanks. Thank you. You as well.
[CUSTOMER][NEUTRAL] Bye bye.