AccountId: 011433970860
ContactId: 0a41e9d6-4931-4af7-8b89-50fb4463a41e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 215119 ms
Total Talk Time (AGENT): 72909 ms
Total Talk Time (CUSTOMER): 99248 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/0a41e9d6-4931-4af7-8b89-50fb4463a41e_20250307T18:54_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. This is [PII] from I Smile Dental Clinic. I'm just calling to check one of our patients' predetermination status. Can you help me with that?
[AGENT][POSITIVE] Sure, [PII], I can assist you with that. Can I have a callback number for you?
[CUSTOMER][NEUTRAL] Sure, this is direct. That would be [PII].
[AGENT][NEUTRAL] And what is the policy number of the member that you're inquiring requesting the status of a claim?
[CUSTOMER][NEUTRAL] Sure that
[CUSTOMER][NEUTRAL] Sure. That would be 2259801 for [PII].
[AGENT][NEUTRAL] Can you verify [PII]'s date of birth, [PII]?
[CUSTOMER][NEUTRAL] Yeah, that would be [PII].
[AGENT][NEUTRAL] And you can't take the refrigery.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] You're calling to check the status of a pre-treat.
[CUSTOMER][NEUTRAL] Yes, that's correct for SRP and night guards 9944 and code 4341.
[AGENT][NEUTRAL] So it looks like the code of DD 4341, we will pay up to $128.40.
[AGENT][NEUTRAL] For code D9944 we'll pay up to $180.
[CUSTOMER][NEUTRAL] $280.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Thank you. I just want to confirm that would be a total of $128.40 for SRP, right?
[AGENT][NEUTRAL] 43 $41 and then for 9944 $180.
[CUSTOMER][NEUTRAL] 180, not 280.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] So that would be for $308.40 right?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Thank you for that. Can you also send me a copy of the EOB?
[AGENT][NEUTRAL] So there is no EOB. It's just say that's not listed on the.
[CUSTOMER][NEUTRAL] Profa
[AGENT][NEUTRAL] It's not listed on the information that I just provided you. It's not listed on the EOB, but I can send you a copy of the EOB, but it's not listed on there.
[AGENT][NEUTRAL] It's just in the system.
[CUSTOMER][NEUTRAL] Oh, I see. So yeah, I'm just going to take note of that so you can send me the EOB but the paid amount, it's not showing on the EOB, right?
[AGENT][NEUTRAL] Correct. What's your fax number?
[CUSTOMER][NEUTRAL] Sure, that would be [PII]. And I just want to confirm no denials on this claim. SRP is paid for $128.40 and night guards for $180 even.
[AGENT][POSITIVE] Great.
[CUSTOMER][NEUTRAL] Alright, so yes, if I can just have a copy of the EOP please.
[AGENT][POSITIVE] Absolutely for JD, is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Yeah, that's all for me today. I'll just wait for the copy of the EOB and if I can just have a reference number, please.
[AGENT][NEUTRAL] We don't provide reference numbers, however, you can use my name and today's date as a reference.
[CUSTOMER][NEUTRAL] Can you, can you spell your name for me?
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][POSITIVE] Thank you for that. I'll just wait for that. You'll be happy weekend, [PII] and bye for now.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day, [PII]. Goodbye.