AccountId: 011433970860
ContactId: 14e4f667-b711-4032-b834-542732f600e7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160169 ms
Total Talk Time (AGENT): 53961 ms
Total Talk Time (CUSTOMER): 41618 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/14e4f667-b711-4032-b834-542732f600e7_20250311T20:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], I am just calling to check on a dental claim that's been out for a bit.
[AGENT][POSITIVE] OK, I'm happy to check on a claim for you. What's the patient's policy number?
[CUSTOMER][NEUTRAL] Well, I have the ID is 656175.
[AGENT][NEUTRAL] All right, let me pull this up.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] All right. And then what's the date of service?
[CUSTOMER][NEUTRAL] [PII] of this year.
[AGENT][NEUTRAL] And fill them out.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Right, not showing. I don't believe anything. Let me double check one more time, make sure I was checking for the right patient.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] One
[AGENT][NEUTRAL] Yeah, I'm not showing any claims on file for that date of service.
[CUSTOMER][NEUTRAL] Hm OK um.
[CUSTOMER][NEUTRAL] I have the payer ID is 60801.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And I don't have a group number on this claim.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Uh, not showing any group number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well, what should I do? Send it again or fax it or?
[AGENT][POSITIVE] Yeah, you can try resubmitting it. I can give you the facts too.
[CUSTOMER][NEUTRAL] OK, well I can I do both?
[AGENT][POSITIVE] Yeah, absolutely, of course.
[CUSTOMER][NEUTRAL] OK, OK, OK, what's your fax?
[AGENT][NEUTRAL] Uh, fax number is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, I will do both. I'll resubmit it and then I'll send it to you too.
[AGENT][POSITIVE] OK, sounds good.
[CUSTOMER][POSITIVE] OK hey thank you.
[AGENT][NEUTRAL] Uh huh bye bye.
[CUSTOMER][NEUTRAL] Uh huh bye bye.