AccountId: 011433970860
ContactId: 10f302ec-9eca-406f-ae8d-3befdd9f74d9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 260548 ms
Total Talk Time (AGENT): 104969 ms
Total Talk Time (CUSTOMER): 79468 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/10f302ec-9eca-406f-ae8d-3befdd9f74d9_20250213T23:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Hi [PII], I was calling because um I sent over a claim back in July and I still haven't received any payment.
[AGENT][NEUTRAL] OK, I could check on that claim for you. uh, what was your name?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], is this for your individual policy or are you with the provider?
[CUSTOMER][NEUTRAL] I'm with the provider.
[AGENT][NEUTRAL] OK, and can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK thank you. Then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's going to be.
[CUSTOMER][NEUTRAL] Where is it? Sorry, let me look for it.
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] Policy number.
[CUSTOMER][NEUTRAL] It's 70,030.
[AGENT][NEUTRAL] So that was 70,030?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, that is not going to be one of our policy numbers, [PII]. Do you maybe have their social? I could search for them that way.
[CUSTOMER][POSITIVE] Yes, I do.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] Uh, what was the name for the patient?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK. And then do you have uh the date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you. I do believe I found it um what was the date of service for this claim?
[CUSTOMER][NEUTRAL] It was [PII].
[AGENT][NEUTRAL] OK and then do you have the bill amount?
[CUSTOMER][NEUTRAL] It's for 325.
[AGENT][NEUTRAL] OK, and just to clarify this was for uh medical, correct?
[CUSTOMER][NEUTRAL] Uh, dental.
[AGENT][NEUTRAL] It is dental, OK, give me just a moment.
[AGENT][NEUTRAL] OK, so for her dental policy, I'm not showing that we have received any claims, um, uh, the policies, I could give you that correct policy number first actually before we go any further, let me know when you're ready for that.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] It is 0251.
[AGENT][NEUTRAL] 0243.
[CUSTOMER][NEUTRAL] OK and then um do you guys have like a.
[CUSTOMER][NEUTRAL] Uh, what is it called, like a payer.
[AGENT][NEUTRAL] Yeah, payer ID.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, um, it is 60801.
[CUSTOMER][NEUTRAL] 860801.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And then um your claim address, is it the [PII]?
[AGENT][NEUTRAL] Yes, in [PII], yes.
[AGENT][NEUTRAL] And then I've also got a fax number if you'd like.
[CUSTOMER][NEUTRAL] And zip code is [PII].
[CUSTOMER][POSITIVE] Oh, yeah, I'll take it.
[AGENT][NEUTRAL] OK, uh, yeah, the zip code is [PII]. Um, the fax number is [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And I can send claims through fax?
[AGENT][NEUTRAL] Of course, yes.
[CUSTOMER][POSITIVE] Perfect, thank you [PII]. I'll go ahead and um do that and then can I just get a reference number for this call please?
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] Last initial is [PII] Now was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][POSITIVE] No, that is all. Thank you so much for your help.
[AGENT][POSITIVE] OK, of course, thanks for calling ATL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you.