AccountId: 011433970860
ContactId: 12bd0579-9dd7-41aa-945a-dafbb1485453
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 291100 ms
Total Talk Time (AGENT): 88428 ms
Total Talk Time (CUSTOMER): 114855 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/12bd0579-9dd7-41aa-945a-dafbb1485453_20250514T15:04_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]. I'm calling from Dentistry for Children of Georgia. I wanted to see if you could help me with the claim today.
[AGENT][NEUTRAL] Yeah, absolutely, [PII]. Do we have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, it is 025.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 55
[CUSTOMER][NEUTRAL] 514.
[AGENT][NEUTRAL] All right. Thank you for that. And then patient's name and date of birth.
[CUSTOMER][NEUTRAL] My patient for the claim is.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] Thank you and then data service.
[CUSTOMER][POSITIVE] Alright thanks
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, not showing any claims on file for [PII].
[CUSTOMER][NEUTRAL] I have a question. Should I be going to Carrington Dental?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, it should be going to us. So let me give you the claim, where to send it and stuff.
[CUSTOMER][NEUTRAL] Hold on one second for me um.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] What's the correct uh payer?
[AGENT][NEUTRAL] The payer ID is 60801.
[CUSTOMER][NEUTRAL] And the payer and the uh insurance company name?
[AGENT][NEUTRAL] It's APL.
[CUSTOMER][NEUTRAL] And the mailing address?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII], [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] The [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]. And what's the zip? [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] One more time. I'm sorry.
[AGENT][NEUTRAL] That's OK. It's [PII].
[AGENT][NEUTRAL] 24.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, so I have [PII] for the zip. I have [PII] [PII].
[AGENT][NEUTRAL] Yup.
[CUSTOMER][NEUTRAL] [PII] and then payer ID is 608.
[CUSTOMER][NEUTRAL] 01. Is that correct?
[AGENT][NEUTRAL] Yes, ma'am, and then we have a fax if you want that also.
[CUSTOMER][NEUTRAL] Oh, give me one second, let me just.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What is going on here?
[CUSTOMER][NEUTRAL] Uh, just lost the payer ID.
[AGENT][POSITIVE] Oh, thank you. I'll give it to you again, no worries.
[CUSTOMER][POSITIVE] Good lord.
[CUSTOMER][NEUTRAL] I was typing it into my notes. It's 6 what? 60.
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And a fax number?
[AGENT][NEUTRAL] It's gonna be 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] All right. All right. I'm gonna go ahead and
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm gonna go ahead and send the claim via fax.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what's your timely limit for your filing?
[AGENT][NEUTRAL] We don't have any timely filing limit, so not an issue getting it submitted.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right. Thank you so very much.
[AGENT][POSITIVE] You're welcome. Have a good one.
[CUSTOMER][POSITIVE] Thank you you too.