AccountId: 011433970860
ContactId: 103a0c5c-3fbf-438f-830e-b3a751eefc72
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210279 ms
Total Talk Time (AGENT): 92125 ms
Total Talk Time (CUSTOMER): 56346 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/103a0c5c-3fbf-438f-830e-b3a751eefc72_20250318T16:45_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from Nashville Dental Arts. I was calling to check a couple claims for a patient, please.
[AGENT][NEUTRAL] OK, I can just what claim status. May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your call back number please [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, what is the policy number please?
[CUSTOMER][NEUTRAL] Um, I have the ID number is 02558755.
[AGENT][NEUTRAL] OK, to repeat and confirm, I have that as 02558755.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, and again you call for claim status I can assist you. What's that first state of service, [PII]?
[CUSTOMER][NEUTRAL] Um, the first one is [PII].
[AGENT][NEUTRAL] And the total charges?
[CUSTOMER][NEUTRAL] 4:39.
[AGENT][NEUTRAL] 39, OK.
[AGENT][NEUTRAL] 225.
[AGENT][NEUTRAL] OK, one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I show that we received the claim and it denied. um, give me one moment please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The claim denied as services were rendered after the policy term.
[CUSTOMER][NEUTRAL] OK, I'm gonna write it down.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It terminated.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Can you give me the date that it terminated?
[AGENT][NEUTRAL] Of course it shows it termed as of [PII].
[CUSTOMER][NEUTRAL] OK, so can I check another service date but it'll probably tell me the same thing because it's later than that one.
[AGENT][NEUTRAL] Of course, of course.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, and the total charges?
[CUSTOMER][NEUTRAL] 202.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That claim was also received and denied, uh, same reason, um, if you would like, what I can do for you, Desiree, I can fax over the EOBs for you.
[CUSTOMER][NEUTRAL] Um, sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 618 0 I'm sorry [PII].
[AGENT][NEUTRAL] Where is your fax
[AGENT][NEUTRAL] OK, let me just repeat to confirm I have that as [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and also that's where you're able to check claim status on our website at [PII], but I will get these EOBs faxed over to you and just please allow a few minutes after the call.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And would you like those claim numbers or would you just wait for those EOBs to be faxed over?
[CUSTOMER][NEUTRAL] Alright, I
[CUSTOMER][NEUTRAL] Um, no, that's OK. I'll just wait.
[AGENT][POSITIVE] Uh, OK, alright, well thank you so much for calling APL. You have a great day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] You're welcome thank you bye bye.