AccountId: 011433970860
ContactId: 1033b1da-a842-4d48-9da8-85984b9e294a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125589 ms
Total Talk Time (AGENT): 62700 ms
Total Talk Time (CUSTOMER): 41274 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/1033b1da-a842-4d48-9da8-85984b9e294a_20250213T14:56_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, yes, I'm calling on the dental claim.
[AGENT][NEUTRAL] Calling to check the status of a dental claim. Can I have your name and a call back?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It is [PII] and [PII] no extension.
[AGENT][NEUTRAL] Thank you [PII] and what is the policy number of the member that you're inquiring of claim status for?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] 02570016
[AGENT][NEUTRAL] And what is this member's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and date of birth is [PII].
[AGENT][NEUTRAL] [PII], what is the date of service that you're inquiring claim status for?
[CUSTOMER][NEUTRAL] [PII] for $32.
[AGENT][NEUTRAL] What is your procedure called?
[CUSTOMER][NEUTRAL] D0220.
[AGENT][NEUTRAL] Was it for 32?
[AGENT][NEUTRAL] We have a claim for 35.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Oh hold on hold on uh you're correct. I'm so sorry.
[AGENT][NEUTRAL] Thank you. It looked like there was no payment made on the claim and the reason why there was no payment made on the claim, and it states that.
[AGENT][NEUTRAL] The benefits went towards the deductible, so the member's policy has a deductible that does not apply to preventative services. So anything that's not preventative, it'll be a deductible applied, a deductible taken away from it for the deductible amount for the calendar year and that's why there was no payment made on it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Would you like the claim number?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] Absolutely thank you.
[AGENT][NEUTRAL] Just the claim number is.
[AGENT][NEUTRAL] 355-5221. That's 3555221.
[CUSTOMER][POSITIVE] OK, and I appreciate all your help thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Um, no, ma'am, that's it.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day, [PII].
[CUSTOMER][NEUTRAL] How are you?
[CUSTOMER][NEUTRAL] You too bye bye.