AccountId: 011433970860
ContactId: 11dd69bd-3987-4ff6-b57e-c4f7a40f72e6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 374380 ms
Total Talk Time (AGENT): 130584 ms
Total Talk Time (CUSTOMER): 68174 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/11dd69bd-3987-4ff6-b57e-c4f7a40f72e6_20250109T21:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, this is [PII]. I'm calling from provider's office. I just wonder if you could help me with claim status.
[AGENT][NEUTRAL] Absolutely, Ms. [PII], I can help you with the claim status. Can you please give me your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you very much. And what is the patient's name?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] OK, and what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII]'s policy number?
[CUSTOMER][NEUTRAL] That is 00608572.
[AGENT][NEUTRAL] OK, let me pull in that policy real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then what is the date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the charge amount please.
[CUSTOMER][NEUTRAL] 2,995.
[AGENT][NEUTRAL] OK, and then what is the name of the facility or and or the physician?
[CUSTOMER][NEUTRAL] Or um oral surgery associates.
[AGENT][NEUTRAL] OK. All right, I'm gonna put you on a brief hold while I pull that claim up for us, Ms. [PII], and I'll be right back.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] 351-577-1
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Well hi Ms. [PII] this is [PII] back with you again so I do have the claim pulled up I'm not able to read the remarks on it, so what I'm going to do is I'm going to transfer you now on over to the dental claims so that you could speak with somebody there that can give you information about the claim.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] OK great thank you.
[AGENT][NEUTRAL] OK, you're very welcome. It's gonna be a brief hold while I transfer you on over.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[AGENT][NEUTRAL] Hi [PII], it's [PII] in the care team. I've got um a provider on the phone. Her name is [PII]. She is with Oral Surgical Associates.
[AGENT][NEUTRAL] Her callback number is [PII].
[AGENT][NEUTRAL] And she is calling on policy number 608572.
[CUSTOMER][NEUTRAL] The phone blinked out, sorry.
[AGENT][NEUTRAL] Oh no. OK, it's 608-572.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What part
[AGENT][NEUTRAL] And she is calling.
[AGENT][NEUTRAL] [PII] is his name.
[AGENT][NEUTRAL] And she's calling about claim number 351-577-1.
[CUSTOMER][NEGATIVE] What this is, I don't even know what this means.
[AGENT][NEUTRAL] I don't either it won't pull in remarks for me I can't give her any information on it.
[CUSTOMER][NEUTRAL] What?
[CUSTOMER][NEGATIVE] Who process this? I don't even process dental, but I, I can help with dental, but I don't even know what this means.
[CUSTOMER][NEUTRAL] It was boarded?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] I'm not sure.
[CUSTOMER][NEUTRAL] Mm mm.
[AGENT][NEGATIVE] You're, you're doing what I just saw it I was like oh no I can't even there's nothing I could do.
[CUSTOMER][NEUTRAL] It over.
[CUSTOMER][NEUTRAL] You can send her over.
[AGENT][POSITIVE] OK, thank you so much. Bye, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] The adjuster. You're welcome. Have a good one.
[AGENT][NEUTRAL] You too.