AccountId: 011433970860
ContactId: 1c8e51d2-3ccc-45fe-99d2-0a216557efc3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 211440 ms
Total Talk Time (AGENT): 96415 ms
Total Talk Time (CUSTOMER): 89059 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/1c8e51d2-3ccc-45fe-99d2-0a216557efc3_20250428T17:59_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey miss, so I have a, um, [PII], I have a provider by the name of [PII] on my back line. She is calling from the provider's office of [PII] for dental, and she's checking the status of a claim that was sent in.
[CUSTOMER][NEUTRAL] 090, I don't think that's it right there. Yeah, 9, 12 or 24, wow, for $156.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I know. I was like, does that date look right? I wrote it down. I wrote it down under her name, so I'm assuming it is.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK. It's fine. Did you get a policy number for Ms. [PII] from this?
[CUSTOMER][NEUTRAL] I do, yes, ma'am. So it's uh 12345 I think 600 and then 736-401 and I have a member number also.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, so OK, did you verify the, the name and date of birth or no?
[CUSTOMER][NEUTRAL] Oh, yes, ma'am. uh [PII]. His date of birth is [PII].
[AGENT][NEUTRAL] Hm.
[AGENT][POSITIVE] All right. OK, so I'm, I'm ready for Miss [PII].
[CUSTOMER][NEUTRAL] Thank you. Would you want the number to the office or anything tax ID or you're gonna get all that from her?
[AGENT][NEUTRAL] You
[AGENT][POSITIVE] I can get that from here. Thank you.
[CUSTOMER][POSITIVE] You're welcome. Transferring now. Enjoy the rest of your day.
[AGENT][POSITIVE] Have a good day. All right. Thank you too.
[CUSTOMER][NEUTRAL] You as well bye bye. Yes, ma'am.
[AGENT][NEUTRAL] Good afternoon, Ms. [PII]. This is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hi
[AGENT][NEUTRAL] Hi. Um, so I was told that you're needing to check the claim status for data service [PII] for [PII].
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yes it is.
[AGENT][NEUTRAL] OK, so let me go ahead and check and see if we received that claim.
[AGENT][NEUTRAL] Bear with me.
[AGENT][NEUTRAL] Mm. And um what is the procedure called?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] D0150.
[CUSTOMER][NEUTRAL] And D1110.
[AGENT][NEUTRAL] Mm OK.
[AGENT][NEUTRAL] Yeah, it looks like we have not received that claim. Um, the last claim we received, it looks like for [PII].
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] I don't know, can you verify the um payer ID?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The payer ID? Yes. Mhm. The payer ID is 60801. Again, that's 60801.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And what is your claims mailing address?
[AGENT][NEUTRAL] The address is to make claims is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][POSITIVE] Alright thank you very much.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] OK, thank you for calling ATL. Have a good day, Ms. [PII].
[CUSTOMER][NEUTRAL] Yep right.
[CUSTOMER][NEUTRAL] All right bye bye.
[AGENT][NEUTRAL] Bye-bye.