AccountId: 011433970860
ContactId: 12fe38b4-1dc7-4dc0-a5e7-42c724fcfb90
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204750 ms
Total Talk Time (AGENT): 80355 ms
Total Talk Time (CUSTOMER): 81560 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/12fe38b4-1dc7-4dc0-a5e7-42c724fcfb90_20250218T22:30_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, this is [PII]. I'm calling from Smshire and Dental. I want to check the claim status for a patient, please.
[AGENT][NEUTRAL] OK, I can verify claim status for you and your name is again?
[CUSTOMER][POSITIVE] It's [PII]
[AGENT][NEUTRAL] OK, thank you. And what is the policy number, please?
[CUSTOMER][NEUTRAL] 02309602.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] It's gonna be [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, and what was the date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] It's gonna be for [PII] and the total amount is $864.
[AGENT][NEUTRAL] For [PII] of what was the date of service of [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And while I'm looking up claim information, just to let you know we do have an online service center where providers can check claim status as well as print out the EOB. That site is at [PII], and this is for dental.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. I do not show we received that claim. Can you verify the address the claim was submitted to?
[CUSTOMER][NEUTRAL] We send it eclaim so the payer ID I have it 60801.
[AGENT][NEUTRAL] Uh, that is correct. If you like, I can give you your mail address and or fax number.
[CUSTOMER][NEUTRAL] Please, that would be great. I mean, I do have the mailing. Let me just check [PII].
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and the zip code is [PII]?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] I can send it fax if you can give me that would be great.
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII] and who should I um put as a referral claims department?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Uh, claims department, mhm.
[CUSTOMER][POSITIVE] OK, that would be great. OK, thank you very much. I really appreciate your help, ma'am. Have a good day.
[AGENT][POSITIVE] All right, you too. Thanks for calling APL. Bye.
[CUSTOMER][NEUTRAL] Can I have the reference before you hang up?
[AGENT][NEUTRAL] Uh, we don't give reference numbers, but you may use my name in today's date if you like, and it's [PII], last initial [PII]
[CUSTOMER][POSITIVE] OK, that would be great thank you have a good day bye bye.
[AGENT][POSITIVE] You too. Thanks for calling APL bye.
[AGENT][NEUTRAL] Oh, that's weird.