AccountId: 011433970860
ContactId: 222a50b3-c633-41c8-a922-8ad7ac26c95b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210600 ms
Total Talk Time (AGENT): 57545 ms
Total Talk Time (CUSTOMER): 97411 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/222a50b3-c633-41c8-a922-8ad7ac26c95b_20250227T14:15_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name's [PII]. I'm calling from a dental office and I'm just checking the status of the claim, please.
[AGENT][NEUTRAL] OK, [PII], do you have a phone number I can get in case we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Let's see, I have group number 00563309.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, do you have the policy certificate number?
[CUSTOMER][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] I have a member ID is 00653309.
[CUSTOMER][NEUTRAL] But I'm not sure what a policy or certificate number would be.
[AGENT][NEUTRAL] What's the patient's name?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII], and you were just needing benefits?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, to check the status of the claim if it's been mhm.
[AGENT][NEUTRAL] That's OK.
[AGENT][POSITIVE] Sorry about that. You need status. I can help you with that. What data service?
[CUSTOMER][NEUTRAL] That's OK mhm.
[CUSTOMER][NEUTRAL] Um, date of service is [PII] of last year.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm not sure we ever received that claim. Would you like to fax it?
[CUSTOMER][NEUTRAL] I can't do you guys have like a timely filing restriction though because my concern would be.
[AGENT][NEUTRAL] We do not.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Do you guys take claims electronically or we just have to fax them? OK, what is the payer ID? just I wanna make sure we have that correct information.
[AGENT][NEUTRAL] We do.
[AGENT][NEUTRAL] 608.
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] 608-801
[AGENT][NEUTRAL] No, ma'am. 60801.
[CUSTOMER][NEUTRAL] 00 OK.
[CUSTOMER][NEUTRAL] And then um what is your fax number so we can I'll send that over.
[AGENT][NEUTRAL] 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 [PII].
[CUSTOMER][NEUTRAL] So [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK perfect we'll get that sent out today.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Nope, that's it.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Mhm bye.