AccountId: 011433970860
ContactId: 05b54ffc-939b-485a-899a-1ecd0ae78dab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209729 ms
Total Talk Time (AGENT): 70380 ms
Total Talk Time (CUSTOMER): 50967 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/05b54ffc-939b-485a-899a-1ecd0ae78dab_20250609T16:43_UTC.wav
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[AGENT][NEUTRAL] APL this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] from Grady Memorial Hospital to check on our time shares.
[AGENT][POSITIVE] Great, [PII] I'm happy to check on the claim. Can I get the policy number, please?
[CUSTOMER][NEUTRAL] Yes, it's 024.
[CUSTOMER][NEUTRAL] 34,310.
[AGENT][NEUTRAL] Thank you. And do you have a good callback number for documentation, please?
[CUSTOMER][NEUTRAL] The callback number is [PII].
[AGENT][NEUTRAL] Thank you. Patient name and date of birth?
[CUSTOMER][NEUTRAL] The patient name is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] Data service?
[CUSTOMER][NEUTRAL] The rate of service is 418 of $25 for the total charge amount of $931 even.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK, so it looks like we did receive a claim for the state of service. The claim was received on
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEGATIVE] I was denied on [PII]. This is a dental policy only, not medical.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Do you have any claim number?
[AGENT][NEUTRAL] 359.
[AGENT][NEUTRAL] 8530.
[CUSTOMER][NEGATIVE] And is that it was denied for any patient responsibility.
[AGENT][NEUTRAL] We're not able to advise on patient responsibility. That's up to the facility or the provider.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is there any chance to fax that you'll be?
[AGENT][NEUTRAL] Yeah, I can send the EOB. What's a good fax number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Should we mark attention to anybody on that?
[CUSTOMER][POSITIVE] Yeah, you can use my name as an attention too, please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give that about 5 minutes to come through. Is there anything else that we can check on for you today?
[CUSTOMER][NEUTRAL] May I have the call reference number?
[AGENT][NEUTRAL] Call reference is my name with today's date. My name again is [PII], that's [PII] Last initial is [PII], and then today's date.
[CUSTOMER][POSITIVE] Thank you so much for your assistance, sir. And it was nice to speak with you.
[AGENT][POSITIVE] You're welcome. Have a good day, [PII]. Bye bye.