AccountId: 011433970860
ContactId: 23aba185-7ed3-4d26-9559-0810dc3e2bfc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170389 ms
Total Talk Time (AGENT): 57811 ms
Total Talk Time (CUSTOMER): 52193 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/23aba185-7ed3-4d26-9559-0810dc3e2bfc_20250605T14:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I was trying to find out if y'all had received a claim for a dental patient that we have.
[AGENT][NEUTRAL] OK, I can help you with claim status. Can I get your name and a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh yes, my name's [PII] and it's [PII].
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] 00613874
[AGENT][NEUTRAL] You said, uh,
[AGENT][NEUTRAL] After the 0613874.
[CUSTOMER][NEUTRAL] 874 uh-huh [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, give me just a moment to look that up.
[AGENT][NEUTRAL] And what provider are you calling from?
[CUSTOMER][NEUTRAL] Uh, Key Dental Group and it's Doctor [PII] the 2nd.
[AGENT][POSITIVE] OK, thank you so much. Can you verify uh
[AGENT][NEUTRAL] The patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII] and it's [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] And what was the date of service?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, I'm not showing um a claim for that date of service. Did you send it in by mail or fax?
[CUSTOMER][NEUTRAL] Uh, well, we did send it electronically so that may be what can you do y'all accept it we send it to payer ID 60801.
[AGENT][NEUTRAL] OK, um, I'm not able to see that. Um, do you want me to give you our fax number and you can fax over the claim?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, that'd be great.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, are you ready?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, it's [PII].
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][POSITIVE] OK great I'm going to fax it now thank you so much.
[AGENT][POSITIVE] Right. Thank you so much for calling APL. Uh, if there's nothing else I can help you with, I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Right, bye.
[CUSTOMER][NEUTRAL] Bye bye.