AccountId: 011433970860
ContactId: 05626fda-d29d-42cd-a0ef-ccc6ab29641d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 266029 ms
Total Talk Time (AGENT): 123830 ms
Total Talk Time (CUSTOMER): 58908 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/05626fda-d29d-42cd-a0ef-ccc6ab29641d_20250114T20:38_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] and I'm calling from soft check on claim status. Can you assist me with that?
[AGENT][POSITIVE] Yeah, I can help you with claim status today. Can I get a good call back number for you, sir?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Perfect and then the member's policy number?
[CUSTOMER][NEUTRAL] It is 02555420.
[AGENT][NEUTRAL] Alright and give me a moment to get that policy pulled up up for you my friend.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Awesome.
[AGENT][NEUTRAL] And would you be able to verify your patient's first and last name for me?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] This is for the patient [PII], and the date of birth is [PII].
[AGENT][POSITIVE] Perfect thank you so much and do you have a claim number you want me to look at or do you want me to search it by the data service for you?
[CUSTOMER][NEUTRAL] Please search it by the date of service and it is [PII].
[AGENT][NEUTRAL] OK, perfect. Give me one second please, you said [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And the name of the facility on file for that claim?
[CUSTOMER][NEUTRAL] It is Middleoff Dental Group.
[AGENT][POSITIVE] Perfect. I do have your claim right here. It looks like we received your claim on, I'm so sorry one sec, I have to go back.
[AGENT][NEUTRAL] Uh, we received your claim on 12-3-1-2024, and we processed the claim on [PII]. I have your claim number listed as 3543822.
[AGENT][NEUTRAL] It looks like your claim had benefits payable of $203 via a single check. I have your check number as 202-0957 and let me pull up the check details for you one moment.
[CUSTOMER][NEUTRAL] Can you please fax me the copy of UB if you can.
[AGENT][NEUTRAL] Yeah, absolutely, um, are you needing those check details or just the EOB?
[CUSTOMER][NEUTRAL] No, just PE will be, uh, just maybe you'll be.
[AGENT][POSITIVE] Perfect. OK, give me one second to get back to that screen for you, my friend.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And I'm pulling that EOB up for you now.
[AGENT][NEUTRAL] And are you gonna want this made attention to yourself?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And and now can you spell that for me please?
[CUSTOMER][NEUTRAL] Sure, it is A [PII].
[AGENT][POSITIVE] Perfect and one moment while that fax box loads for me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Sorry, it's taking its time.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] And what is the fax number you'd like that sent to, sir?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Alright, I have [PII]. Is that correct?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][POSITIVE] Wonderful. I'm gonna send on that fax for you right now. It should be coming your way and is there anything else I can do for you today, my friend?
[CUSTOMER][NEUTRAL] Just help me with the reference number while I call.
[AGENT][NEUTRAL] Oh yeah, so um it's just gonna be my name, [PII], first initial last name, [PII], and today's date.
[CUSTOMER][POSITIVE] OK [PII], thank you so much for the information. Have a nice day. Bye-bye. Take care.
[AGENT][POSITIVE] My pleasure you too bye bye thanks.