AccountId: 011433970860
ContactId: 0dfc87ad-f06c-47e3-9f5a-5487a36d640b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 276950 ms
Total Talk Time (AGENT): 78703 ms
Total Talk Time (CUSTOMER): 73907 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/0dfc87ad-f06c-47e3-9f5a-5487a36d640b_20250616T13:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling from Ser Regional Healthcare. I just wanted to check up on the claim status.
[AGENT][POSITIVE] OK. I'm happy to check on the claim for you. Do we have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, it's D as in Delta, 47097216.
[AGENT][NEUTRAL] OK. Unfortunately, I can't pull them with that number, [PII]. Do you have like a certificate number or their name? I can check with that or social?
[CUSTOMER][NEUTRAL] I have the social security number as well as their name, whichever you like.
[AGENT][NEUTRAL] Let's try by social. What's your social?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What is the patient's first and last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] You and then what is the date of service?
[CUSTOMER][NEUTRAL] The date of service is for [PII].
[AGENT][NEUTRAL] OK. And the bowel develops?
[CUSTOMER][NEUTRAL] So $266.32.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Not showing any claims on file for [PII].
[CUSTOMER][NEUTRAL] Well, how about you check the claim number that I have?
[AGENT][NEUTRAL] Yeah, what do you have?
[CUSTOMER][NEUTRAL] It's 2025.
[CUSTOMER][NEUTRAL] 041.
[CUSTOMER][NEUTRAL] 40695.
[AGENT][NEUTRAL] OK, that's too long to be one of our claim numbers. Are you checking for a medical claim, Anna, or a dental claim?
[CUSTOMER][NEUTRAL] Medical clients.
[AGENT][NEUTRAL] OK. So, this patient only has a dental plan with us. I don't show any sort of medical.
[CUSTOMER][NEUTRAL] So the member does not have any medical plan.
[AGENT][NEUTRAL] Not with us, no, and that claim number is for another company that would, that's too long to be one of our claim numbers.
[CUSTOMER][NEUTRAL] Because I see that it's from you only get that could have been not a claim number but uh document control number that we have received because you're saying that they only have dental benefits.
[AGENT][NEUTRAL] Yeah, I only see a dental plan with us and there's no claims on file.
[CUSTOMER][NEUTRAL] Alright, well, do you have a contact number for benefits and a card that's administered by 90 Degrees?
[AGENT][NEUTRAL] Um, let me see if I can find one for you. Give me just a sec.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Alright, so it looks like uh [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Well, I did dial this number but I was connected.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Anyways, thank you so much [PII].
[AGENT][POSITIVE] Yes, you're welcome and I hope you have a good rest of your day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] Uh-huh. Bye-bye.