AccountId: 011433970860
ContactId: 1ff46cad-dd61-4650-8456-a736d0dc3523
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 263529 ms
Total Talk Time (AGENT): 117548 ms
Total Talk Time (CUSTOMER): 119470 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/1ff46cad-dd61-4650-8456-a736d0dc3523_20250416T19:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, my name is [PII] with Family Dental Doctor [PII]'s office, and I'm trying to check the status of a few dental claims on one on one patient, the same patient.
[AGENT][NEUTRAL] Sure, I could check those claims for you. [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. And do you have that policy number?
[CUSTOMER][NEUTRAL] I do. It is 434-672000.
[AGENT][NEUTRAL] OK, that's gonna be a bit too long to be one of our policy numbers. Um, you maybe have their social I could search for them that way.
[CUSTOMER][NEUTRAL] Her name was
[CUSTOMER][NEUTRAL] That that is his, that's it, that's his social.
[AGENT][NEUTRAL] OK, that's what I thought.
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][NEUTRAL] OK, OK, sure.
[AGENT][NEUTRAL] Uh, what was the name for the member?
[CUSTOMER][NEUTRAL] His name is [PII].
[AGENT][NEUTRAL] Do you have his date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you for verifying that. Uh, did you need that policy number before we proceed?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK, that is 616154.
[CUSTOMER][NEUTRAL] 616154
[AGENT][NEUTRAL] Correct, and of course this policy is active. Effective date was [PII]. Uh, what was the, what you said there were multiple claims were they for different dates of service?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] There's 3 of them, yes ma'am. The first one is [PII].
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] And it was for $282.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 282. OK, thank you one moment.
[CUSTOMER][POSITIVE] Did you ask me for the next one? I'm so sorry.
[AGENT][NEUTRAL] Oh no no no that's OK um I could just do one at a time.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] No, that's fine. So many people are talking and and I can't hear.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So I will say for this member we've not received any claims since [PII] for this member.
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] OK, hold on just a second, um.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I mailed them on [PII].
[CUSTOMER][NEUTRAL] 2,
[AGENT][NEUTRAL] Um, yes, let's verify that, uh, uh, our address has changed. Um, I'm not quite sure when that was, but if it was the [PII] address, then that's no longer correct.
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] No, I believe it's saying Oklahoma, but let me double check. Yes, I mailed it to [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Uh, it is [PII] is the uh zip code.
[CUSTOMER][NEUTRAL] OK, so [PII].
[AGENT][NEUTRAL] But otherwise, that is correct. Um, and I've also got a fax number and a pair ID if you'd like.
[CUSTOMER][NEUTRAL] OK, what's the fax number?
[AGENT][NEUTRAL] That is 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK 877-365-94.
[AGENT][NEUTRAL] 23.
[CUSTOMER][NEUTRAL] 23 OK um.
[CUSTOMER][NEUTRAL] And I'm showing the payer ID as.
[CUSTOMER][NEUTRAL] Hold on.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK 60801.
[AGENT][POSITIVE] That is correct, yes.
[CUSTOMER][NEUTRAL] OK, alright, I'm gonna try to fax these then um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] What was your first name again? I'm so sorry.
[AGENT][NEUTRAL] It's all right, [PII]
[CUSTOMER][NEUTRAL] And what's the um call reference number for this call [PII]?
[AGENT][NEUTRAL] Sure, that would just be my first name, last initial, and today's date. Uh, so my last initial is [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, I'll get those faxed over thank you so much and I appreciate your help.
[AGENT][POSITIVE] Alright, sounds good. Yeah, thanks for calling APL. I hope you have a great rest of your day bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye alright.
[CUSTOMER][NEUTRAL] OK bye bye.