AccountId: 011433970860
ContactId: 1aab0335-6155-42e8-86ba-ab7371d9414c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 907150 ms
Total Talk Time (AGENT): 229299 ms
Total Talk Time (CUSTOMER): 121779 ms
Interruptions: 2
Overall Sentiment: AGENT=0.1, CUSTOMER=-1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/1aab0335-6155-42e8-86ba-ab7371d9414c_20250109T21:52_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][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.
[CUSTOMER][NEUTRAL] Her callback number is [PII].
[CUSTOMER][NEUTRAL] And she is calling on policy number 608572.
[AGENT][NEUTRAL] The phone blinked out, to.
[CUSTOMER][NEUTRAL] Oh no, OK, it's 608-572.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Fall apart
[CUSTOMER][NEUTRAL] And she is calling.
[CUSTOMER][NEUTRAL] [PII] is his name?
[CUSTOMER][NEUTRAL] And she's calling about claim number 351-577-1.
[AGENT][NEGATIVE] What this is, I don't even know what this means.
[CUSTOMER][NEUTRAL] I don't either it won't pull in remarks for me I can't give her any information on it.
[AGENT][NEUTRAL] What?
[AGENT][NEGATIVE] Who process this? I don't need to process dental, but I, I could help with dental, but I don't even know what this means.
[AGENT][NEUTRAL] It was boarded?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I'm not sure.
[AGENT][NEUTRAL] Mm mm.
[AGENT][NEUTRAL] over.
[CUSTOMER][NEGATIVE] You're, you're doing what I just saw it. I was like, oh no, I can't even there's nothing I can do.
[AGENT][NEUTRAL] You can send her over.
[CUSTOMER][POSITIVE] OK, thank you so much. bye [PII].
[AGENT][POSITIVE] OK, adjuster. You're welcome. Have a good one.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Hello, thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, this is [PII]. I'm calling from oral surgery and I'm trying to check on a claim on a patient.
[AGENT][NEUTRAL] Hey, [PII], how are you doing?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] Yeah, I got the claim. It's your date of service, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] Looks like the check was voided. Did you guys call and request for the check to be voided because you haven't received it?
[CUSTOMER][NEUTRAL] Not that I, not that I know of. The only time we'll do that if you send a credit card payment we don't accept.
[CUSTOMER][NEUTRAL] She might would send it, but there's no notes or anything on this account so I don't think anything's been done to it.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] I'll place you on a brief hold, [PII], if you don't mind.
[CUSTOMER][POSITIVE] Sure mhm thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Just wait.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] She gonna eat grass. She wanna eat me.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] Come on, cut that off. I'm on the phone.
[AGENT][NEUTRAL] Hey, Miss [PII] how are you doing?
[AGENT][NEUTRAL] I'm great, thanks for asking Miss [PII]. I called to ask you a question. I have a provider on the phone. She's calling about a dental claim. [PII] processed the claim. I called her and I text her. She didn't answer or reply back, but it's a remarks code on the claim. It's, I'm sorry, no B2E0041. What does that mean?
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Was it boarded or something?
[AGENT][NEUTRAL] Mhm. 2 E as in echo 0041. Never saw that echo before.
[AGENT][NEGATIVE] And then when I go into the remarks, uh, it don't even give a detailed description of what it is, what the remarks code is.
[AGENT][NEUTRAL] The claim number is 351-577-71.
[AGENT][NEUTRAL] Mhm. 351-577-1.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh really.
[AGENT][NEUTRAL] Go and eat your food over there in the dog bowl.
[AGENT][NEGATIVE] Cause they don't, I don't even give a reason why I looked in the notes.
[AGENT][NEUTRAL] Is this.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I have no idea because this was boarded.
[AGENT][NEUTRAL] In October.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I let me, let me let her know that I'm, I haven't forgotten about. I'm still researching. I'll be right back.
[AGENT][POSITIVE] Hello, thank you for holding, Miss [PII]. I do apologize. I haven't forgotten about you. Oh.
[CUSTOMER][NEUTRAL] OK, that's fine.
[AGENT][POSITIVE] I do apologize, but could you give me a brief moment and I'll get right back to you as soon as possible. Thank you.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yes, that's fine thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I don't know how I was able to do that, Miss [PII], but.
[AGENT][NEUTRAL] Mm, that's weird.
[AGENT][NEUTRAL] Mm mm. She didn't hang up. She's still on hold. But you want teams. I wasn't supposed to. Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then when I looked up the data service that's the only claim.
[AGENT][NEUTRAL] No, that's the only thing.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, cause she's the only one process them too.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, Ms. [PII]. I'm about to go here to get off work, so you have a good mood today.
[AGENT][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Thank you for holding. I apologize for the inconvenience, [PII]. So I did some research and and I'm gonna have to reach out to the adjuster to request that she do she review these claims because I'm trying, I'm not sure why these claims were voided because it was voided in October and it's January if it was boarded and it needed to be reissued then there should have been a reissued check.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah, um, and I know it's only gonna pay for a couple of codes on there, those extractions, I think it's all it's gonna cover, but, um, we do wanna try to get that.
[AGENT][NEUTRAL] Got you, so let me um.
[AGENT][NEUTRAL] I'm gonna send her an email.
[AGENT][NEUTRAL] Bear with me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Bear with me.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so I've sent this email over to her.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] So that she can research or reprocess them because the check, it looks like the checks were boarded, but it doesn't even give a reason why they were boarded.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And once she reviews, she's gonna reprocess it and send a payment out.
[CUSTOMER][NEUTRAL] OK, that sounds good and can I get your name and a reference number if you don't mind?
[AGENT][NEUTRAL] Of course, my name is [PII].
[AGENT][NEUTRAL] In today's data as a reference, [PII] because unfortunately we don't provide reference numbers.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's fine. Alright, I, I appreciate your help and um we'll be looking for that.
[AGENT][POSITIVE] You're welcome, [PII] and thank you for your patience.
[CUSTOMER][POSITIVE] OK thank you bye bye.
[AGENT][POSITIVE] You're welcome. Thanks for calling APA. Have a good day. Goodbye.
[CUSTOMER][NEUTRAL] You too. Bye bye.