AccountId: 011433970860
ContactId: 075590d4-6067-4e9f-b44d-061bd859a1f6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 325440 ms
Total Talk Time (AGENT): 154391 ms
Total Talk Time (CUSTOMER): 85887 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/075590d4-6067-4e9f-b44d-061bd859a1f6_20250217T17:36_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello, can you hear me?
[AGENT][POSITIVE] I can now, yes, sir. How can I help you today?
[CUSTOMER][NEUTRAL] Yeah, ma'am, uh, I have a patient. I need claim status.
[AGENT][POSITIVE] OK, I'd be glad to help you. Go ahead and give me your name and the member's policy number.
[CUSTOMER][NEUTRAL] Yeah, my name is [PII].
[CUSTOMER][NEUTRAL] And the policy number, it's 608796.
[AGENT][NEUTRAL] OK, say that one more time for me, please, sir.
[CUSTOMER][NEUTRAL] Yeah, of course. It's 608-796.
[AGENT][NEUTRAL] 608-796. OK, [PII], thank you for that information. Now, while I'm pulling this up, go ahead.
[AGENT][NEUTRAL] And give me a good return telephone call number, please, sir.
[CUSTOMER][NEUTRAL] Yeah. It's uh [PII].
[AGENT][NEUTRAL] Alright, [PII], thank you for all that information. Now, your patient's name and date of birth today, please, sir?
[CUSTOMER][NEUTRAL] Yeah. Patients first name is [PII] Last name is [PII] Date of birth, it's uh [PII].
[AGENT][NEUTRAL] All right, thank you for that. [PII]. Looks like [PII] is a dependent on this dental plan. Now you did say you want to check status of a claim, is that correct?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, sir, uh, data service.
[CUSTOMER][NEUTRAL] Yeah, there are 3 data service for this member. The first one, it's uh
[CUSTOMER][NEUTRAL] July 1624 under the bill amount $348.
[AGENT][NEUTRAL] All right, let me see about that one first. Let's just do one at a time. So let's see.
[CUSTOMER][POSITIVE] Yeah, sure. Thank you.
[AGENT][POSITIVE] Yes, sir, no problem.
[AGENT][NEUTRAL] All right, key that date in.
[AGENT][NEUTRAL] Well, we do not have any claims, so at all. So go ahead and tell me that other data service and let's just see if I have those.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] No, sir, don't have that one either.
[CUSTOMER][NEUTRAL] Oh, and
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. No, sir, I do not have that one either. So, let's go to, uh, tell me where you're mailing your claims to.
[CUSTOMER][NEUTRAL] Yeah, just a second, let me get it.
[CUSTOMER][NEUTRAL] Mhm. 348. Let's see. OK. That was was submitted electronically. And the payer ID it's uh 60801. Is it correct?
[AGENT][NEUTRAL] That is the correct payer ID number, but apparently it did not go through on all three of them, but that [PII] is the correct uh electronic payer ID number, yes sir. But I tell you what, since things are getting a little old, uh, do you want to uh fax them over to me?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, can you hear me?
[CUSTOMER][NEUTRAL] Right. Yeah, I can hear you now.
[AGENT][NEUTRAL] Yeah, yes, sir. I said, uh, because these are claims are getting a little old, do you want me to give you our fax number so you can fax them over right quick?
[CUSTOMER][NEUTRAL] OK. We can fax it.
[AGENT][NEUTRAL] OK, you can fax out 3 of them and put uh attention dental claims department.
[AGENT][NEUTRAL] And our fax number is attention dental claims department.
[CUSTOMER][NEUTRAL] Intention dental.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it's gonna be uh fax number 1877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][POSITIVE] 3, perfect. Thank you so much, ma'am. And uh ma'am, how do you spell your name?
[AGENT][NEUTRAL] My name is spelled [PII], and is that all that I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] Yeah, it's [PII], right?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] And the reference number?
[AGENT][NEUTRAL] We don't give reference numbers [PII], but you can use my name in today's date, OK?
[CUSTOMER][POSITIVE] Perfect. Got it. Thank you so much, ma'am.
[AGENT][POSITIVE] Alrighty, yes sir, and thank you, [PII] for calling IPO. You have a great rest of your Monday.
[CUSTOMER][POSITIVE] Yeah, you too, ma'am. Bye bye. Take care.
[AGENT][NEUTRAL] Yes, sir. Mhm. Bye-bye.