AccountId: 011433970860
ContactId: 05511485-d213-42eb-bc85-94b76fd0647e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 446799 ms
Total Talk Time (AGENT): 121402 ms
Total Talk Time (CUSTOMER): 115279 ms
Interruptions: 1
Overall Sentiment: AGENT=-0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/05511485-d213-42eb-bc85-94b76fd0647e_20250611T14:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I was trying to request an EOB on a patient and also check on a different claim.
[AGENT][NEUTRAL] I, I can help you with claim status and uh the EOB. Can I get your name and a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII] and the um.
[CUSTOMER][NEUTRAL] Callback number is [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It is 02445399.
[AGENT][NEUTRAL] Right, give me just a moment to look that up.
[AGENT][NEUTRAL] And you said an EOB and a claim for a different patient or the same patient different claim? OK.
[CUSTOMER][POSITIVE] Stay patient.
[CUSTOMER][NEUTRAL] Different claims
[AGENT][NEUTRAL] And what is the patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have the claim number for the EOB you need?
[CUSTOMER][NEUTRAL] Um, yes, give me a second, let me see if it'll pull it up.
[CUSTOMER][NEUTRAL] Oh, it's not going to let me let's see um.
[AGENT][NEUTRAL] Or I can look it up by the date of service oh.
[CUSTOMER][NEUTRAL] 134.
[CUSTOMER][NEUTRAL] 134516
[AGENT][NEUTRAL] OK, I'm not able to see those are these claim numbers will start with a 3, so let me look it up by date of service.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 12, hold on.
[AGENT][NEUTRAL] Um, give me just one moment.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 1218 uh 24 is the one I need an EOB for.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Welcome back. Thanks. How are you doing?
[CUSTOMER][NEUTRAL] X
[CUSTOMER][POSITIVE] Well, good luck with finishing the fiscal year, all that fun stuff.
[AGENT][NEUTRAL] The 1218 2024, I see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm not pulling anything up for [PII].
[CUSTOMER][NEUTRAL] OK, should I just try to resubmit it then?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] And you said it was 1212 um 18 correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I would suggest to resend it.
[AGENT][NEGATIVE] And I'm not able to see it. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, then I wonder if you have the other one that we're looking for, um, that one would be for [PII].
[AGENT][NEUTRAL] I am seeing that one.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] I apologize, you said 4.
[AGENT][NEUTRAL] It was April what? uh [PII]? OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] And what is the provider's name or the dental office name?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mortenson dental or [PII] Dick.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Uh, it looks like it got denied.
[AGENT][NEUTRAL] Because their calendar year, their policy year maximum for their dental services had been exhausted.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] And it looks like one of them, it was not a covered service.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is there any way that I can get an EOB then for that one?
[AGENT][NEUTRAL] Sure. Give me just one moment.
[CUSTOMER][NEUTRAL] Oh, the song. I was like, I was like what.
[CUSTOMER][NEUTRAL] employees
[CUSTOMER][NEUTRAL] I have
[CUSTOMER][NEUTRAL] Sure sure
[CUSTOMER][NEUTRAL] I can
[CUSTOMER][NEUTRAL] I did
[CUSTOMER][NEUTRAL] But if you
[CUSTOMER][NEUTRAL] Oh OK
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] But I try to do
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] So like
[AGENT][NEUTRAL] Alright, just one moment.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Did you want the attention to um anyone in particular?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] No, they all go to this, uh, there's only 2 of us that check it, so.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Alright, and what is a good fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] I'm so sorry, my
[AGENT][NEGATIVE] My computer or my uh internet went out for just a second. I wasn't able to hear you. I have 821.
[CUSTOMER][NEUTRAL] Oh, you're fine.
[CUSTOMER][NEUTRAL] 284.
[CUSTOMER][NEUTRAL] 2721.
[AGENT][NEUTRAL] Alright, and just to verify I have 812.
[AGENT][NEUTRAL] 284.
[AGENT][NEUTRAL] 2721 correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I just sent that over.
[CUSTOMER][POSITIVE] OK, alright, thank you so much.
[AGENT][NEUTRAL] All right. And did you need anything else?
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] All right, thank you so much for calling ATL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Alright bye.