AccountId: 011433970860
ContactId: 0bf938c2-67c7-4ecd-bfd7-41dc10e12f19
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 343730 ms
Total Talk Time (AGENT): 178214 ms
Total Talk Time (CUSTOMER): 139497 ms
Interruptions: 3
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/0bf938c2-67c7-4ecd-bfd7-41dc10e12f19_20250324T16:17_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from a dental provider office. I was just wondering if I could, uh.
[CUSTOMER][NEUTRAL] Uh, look at, uh, two claims, see if where they're at.
[AGENT][NEUTRAL] OK, I'll be glad to help you, but I am so sorry I did not catch your name.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right, [PII]. Go ahead and give me a good policy number, please, sir. I'll be glad to help you.
[CUSTOMER][NEUTRAL] Policy number? Yeah, OK, so the, the ID number is 02129245.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, [PII], thank you for that. Now while I'm pulling this up, go ahead and give me a good return telephone call number, please, sir.
[CUSTOMER][NEUTRAL] OK, [PII]
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] All right, thank you for that information. Now, your patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Well, looks like [PII] is the insured on this dental plan, and you did say you want to take status of some claims, correct?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] OK, date of service please sir.
[CUSTOMER][NEUTRAL] Uh, so the first one I've, I have two, and the first one is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let's check that. Let's see.
[AGENT][NEUTRAL] What I see it [PII]. I see it was.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Paid. So let's see when this check went out.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] What's your dentist's name? Make sure that's right.
[CUSTOMER][NEUTRAL] So many
[CUSTOMER][NEUTRAL] Uh, would is it [PII] on the check?
[AGENT][NEUTRAL] Yes, that is who it was paid to. Alright, let's see now, but this data service looks like you got a check for $236. This check was dated 624-2024, cashed on [PII].
[CUSTOMER][NEUTRAL] Oh it's
[CUSTOMER][POSITIVE] Yeah here you go.
[AGENT][NEUTRAL] You want that claim number and check number perhaps?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh yes, please.
[AGENT][NEUTRAL] Yes, claim number is going to be, let me get back over there, claim number is 3472639.
[AGENT][NEUTRAL] And your check number for this one is 1859043.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, could I also get the EOB for that, that data service?
[AGENT][NEUTRAL] Yeah, you want me to fax you one over?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] I sure can. Go and give me a fax number.
[CUSTOMER][NEUTRAL] 801
[CUSTOMER][NEUTRAL] 605-830-4.
[AGENT][NEUTRAL] Alright and what was that other data service [PII]?
[CUSTOMER][NEUTRAL] Uh, one sec, what day did you say that that check was paid out on again?
[AGENT][NEUTRAL] Let's see, check, check date is 6-24-2024, was cashed on [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] And the amount and then it was 200 and something.
[AGENT][NEUTRAL] $236 even.
[CUSTOMER][NEUTRAL] OK, awesome alright and then for the second date of service it is uh [PII].
[AGENT][NEUTRAL] Uh, let's see what I have for that.
[AGENT][NEUTRAL] I have no claiming for [PII] at all.
[AGENT][NEUTRAL] Let me go and see if I have anything in line.
[CUSTOMER][NEUTRAL] You've
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Because it says uh I have a note here saying that we faxed it over um on the [PII] to the fax number [PII].
[AGENT][NEUTRAL] That is our correct fax number. When did you fax it though?
[CUSTOMER][NEUTRAL] I just like I thought about.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh no, I'm gonna say no it should be in, but no, sir, we do not have that. We don't have it processed or nothing in line. So I would just suggest, can you send it electronically?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, can I can I fax it over again?
[AGENT][POSITIVE] You can fax it over again. Oh, I'll be glad to give you our electronic payer ID number and you can send it over electronically. You can do both.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, yeah, how do I send it over electronically?
[AGENT][NEUTRAL] Yeah, our payer ID number is 60801.
[CUSTOMER][NEUTRAL] 60801.
[AGENT][NEUTRAL] Yes, sir, and that fax number is [PII], but put on the uh attention dental department.
[CUSTOMER][NEUTRAL] OK, let me.
[CUSTOMER][NEUTRAL] OK, put on the on the claim potential dental department.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Yes, see if see if we can get it straight to that dental department queue, OK?
[CUSTOMER][NEUTRAL] OK, alright, I'm gonna print the claim again and um I will fax that over right now.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, sounds great then, and I'm gonna fax you this and you'll be on the other one, OK?
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][NEUTRAL] OK, you're welcome. Is that all I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] Uh, yes ma'am.
[AGENT][POSITIVE] Alrighty. Well, thanks for calling APR and you have a great rest of your day, OK?
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.