AccountId: 011433970860
ContactId: 271fde88-a68b-473d-83a0-b92c26fb778b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 380589 ms
Total Talk Time (AGENT): 201132 ms
Total Talk Time (CUSTOMER): 137596 ms
Interruptions: 5
Overall Sentiment: AGENT=0.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/271fde88-a68b-473d-83a0-b92c26fb778b_20250415T18:25_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEGATIVE] And it's wiped down.
[CUSTOMER][NEUTRAL] Before we plug it in.
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII] from Greer Dental Studio. How are you?
[AGENT][POSITIVE] I'm doing good. How are you, Ms. [PII]?
[CUSTOMER][POSITIVE] Doing well. Can you help me with an EOB here that we have for patient [PII], please?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] All right, and you need help with an explanation of benefits for [PII]. Before we proceed, Ms. [PII], can you give me a callback number in the event that we get disconnected, please?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you for that. And do you happen to have his policy number so I can assist you further with that?
[CUSTOMER][NEUTRAL] Yes, now do you want the claim number or anything off of this EOB, um, or I can look up his, let me look him up here.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] I can do a name search if you don't have the policy number um but the claim.
[CUSTOMER][NEUTRAL] Yeah I just gotta go back into his account here to pull that.
[AGENT][NEUTRAL] OK, if you'd like I can do a name search if you wanna do that instead, uh huh.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] 02584729
[AGENT][NEUTRAL] And can you verify?
[AGENT][NEUTRAL] Hang on, give me that number again one more time. 0258.
[CUSTOMER][NEUTRAL] 4729.
[AGENT][NEUTRAL] 47
[AGENT][NEUTRAL] 29 right now I got it.
[AGENT][NEUTRAL] And can you verify his date of birth and his mailing address, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And date of service is [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] And are you able to verify his mailing address as well, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] Thank you for that, and that is what we have on file. So if you'll go ahead and give me that claim number as well, Ms. [PII], what I'm gonna have to do is let you speak to someone in our claims department so they can assist you further with the details on the EOB. I apologize, but I'm limited on what I can see on that information, but I'll make sure I get someone before I really.
[CUSTOMER][NEGATIVE] Yeah, this is ridiculous because I talked to [PII] now you [PII], um, OK, it's it's 358-683-4 is the claim number.
[AGENT][NEUTRAL] OK, you might have got benefits in a card because he is, he does go through a third party agency and often our calls are referred to them, unfortunately. So I do apologize for the confusion, but I will make sure I get someone before I release you and you won't have to repeat everything. OK, Ms. [PII]?
[CUSTOMER][NEUTRAL] Well, don't, don't refer me back there to benefits and a card because that's who I talked to [PII] and.
[AGENT][NEUTRAL] Oh, no, no, no, I'm not. No, no, no. This isn't, no, this is internal. This is an internal um claim, so you will be still speaking to someone in American public life. Yes, ma'am.
[CUSTOMER][NEUTRAL] Transfer, OK, yeah.
[CUSTOMER][NEUTRAL] Because he told me he has nothing to do with this and I said we don't take the virtual credit card payments for um the claims, so yeah.
[AGENT][NEUTRAL] OK. I'll let them know that's why you're calling too because of the way the payment was made, um, but I'll make sure I get someone before I release you, OK?
[CUSTOMER][NEUTRAL] Uh, OK, yeah, and we don't have a payment on the COB, so it's, it's not, it's not a payment either.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah go ahead [PII] and transfer me. I'll hold for the transfer. Thank you.
[AGENT][POSITIVE] You're welcome, Miss [PII] thank you for your patience and thank you for calling APL Hold please.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey, [PII]. I've got a provider on the back line that um is needing help with an EOB.
[AGENT][NEUTRAL] She didn't really give details on what she needed with the EOB, but I guess she's checking to see if we got it and if we processed it. It's for a [PII] date on a [PII].
[CUSTOMER][NEUTRAL] OK, so she's needing to see if we've received an explanation of benefits that they sent.
[AGENT][NEUTRAL] Well, she says she needs help with the EOB so she's gotten an EOB, but I don't think it's from us because we don't have anything, but one thing, and she's saying the data service is [PII], but I can't see all that, so I don't know what she's really looking at, um, but her name is Ms. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, I can help her with that.
[AGENT][NEUTRAL] And the policy number, Ms. [PII].
[CUSTOMER][NEUTRAL] What, what's her name? Wait, what's her name again?
[AGENT][NEUTRAL] Ms. [PII].
[CUSTOMER][NEUTRAL] [PII]. OK. And what's your callback number?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Her callback number is [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Thank you. And the policy number?
[AGENT][NEUTRAL] It's 258.
[AGENT][NEUTRAL] 472-9. [PII] is the insured and I did verify demographics.
[CUSTOMER][NEUTRAL] You sound dental.
[AGENT][NEUTRAL] Yeah, she did give me a claim number, but like I said, I don't think it's what we have. Let me look back and see if that's the same number.
[CUSTOMER][NEUTRAL] That's OK. I mean, I can take it out with her.
[AGENT][NEUTRAL] Yeah, yeah, yeah, it's that kind. She gave me 358-6834.
[CUSTOMER][NEUTRAL] Um, let me look at just one second, [PII], let me look at something before.
[AGENT][NEUTRAL] Oh, you're fine.
[CUSTOMER][POSITIVE] OK, I can help her.
[AGENT][POSITIVE] All right. Here she goes. Thank you so much for your help and have a good day.
[CUSTOMER][NEUTRAL] All right. All right, [PII], you too.
[AGENT][NEUTRAL] Bye.