AccountId: 011433970860
ContactId: 20987fe7-1454-4371-a20a-42079e633609
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 391429 ms
Total Talk Time (AGENT): 118711 ms
Total Talk Time (CUSTOMER): 63084 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/20987fe7-1454-4371-a20a-42079e633609_20250422T19:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and I'm calling from provider's office. And I am calling to check claim status for a patient, please.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with claim status. Can I please get your callback number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII] and the patient ID is 02574652.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then what is the date of service and the charge amount?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Data service is [PII] total bill amount of 661.
[AGENT][NEUTRAL] OK and then can you please give me the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Jefferson Dental Clinic.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick call, Mrs. [PII], while I look up this claim for us and I'll be right back, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] 661 it's gotta be this one.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Ms. [PII], can you please give me the name of the dentist?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Let me get that for you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, one quick hold again. Thank you so much.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you very much for holding for me, Ms. [PII]. So I do have the claim number. The claim number is 359-078-6. Claim was paid $228 with check number 2039694. Uh, the claim does have some remarks on it. Let me read those to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, we've got a remark that it's limited to one X-ray procedure per five-year period.
[AGENT][NEUTRAL] And then also the policy does not provide benefits for any procedure.
[AGENT][NEGATIVE] Not on the schedule of benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And when was this paid on?
[AGENT][NEUTRAL] This was paid on, let me, I'm gonna pull up the check actually and look at it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] It left us on [PII].
[AGENT][NEUTRAL] So just a few days ago.
[CUSTOMER][NEUTRAL] OK, and this was a check or EFT sorry.
[AGENT][NEUTRAL] It was a check.
[AGENT][NEUTRAL] A single check.
[CUSTOMER][POSITIVE] OK. Um, so it's currently um outstanding.
[AGENT][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] Can I get a reference number for this call?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name. It's [PII], in today's date.
[CUSTOMER][POSITIVE] OK, [PII]. um thank you so much. Have a great day.
[AGENT][NEUTRAL] You too, Ms. [PII], is that everything I can help you with before we're, we're, we're released?
[CUSTOMER][POSITIVE] Yes, that'll be all thank you have a great day.
[AGENT][POSITIVE] OK, you have a you have a wonderful week. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Bye bye.