AccountId: 011433970860
ContactId: 2967fca1-d97e-42a3-80d7-867ed2d38d56
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 278029 ms
Total Talk Time (AGENT): 129730 ms
Total Talk Time (CUSTOMER): 87923 ms
Interruptions: 2
Overall Sentiment: AGENT=1.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/2967fca1-d97e-42a3-80d7-867ed2d38d56_20250430T14:57_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. My name is [PII] and I'm calling from North Springs Dental trying to follow up on a claim.
[AGENT][NEUTRAL] OK, [PII], you're needing to check claim status on a dental policy, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Yes ma'am, I can help you with that. I want to take a call back number for you please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and the member's policy number please?
[CUSTOMER][NEUTRAL] It's 655-140-604.
[AGENT][NEUTRAL] OK, now that's not an APO policy number, [PII].
[AGENT][NEUTRAL] You said 655-140604?
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Yes, let me see if there's a different number on the card.
[AGENT][NEUTRAL] Yes and that's not a policy number.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEGATIVE] Not for American public life insurance.
[CUSTOMER][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Is that the social?
[AGENT][NEUTRAL] Of the subscriber?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh, you know what it is.
[CUSTOMER][NEUTRAL] It is because they did not let me see if it's on our breakdown anywhere.
[CUSTOMER][NEUTRAL] Bear with me, I'm just looking at, um, maybe it's [PII].
[AGENT][NEUTRAL] Yes ma'am, that would be the policy number. OK, so any information, [PII], that I do provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, the patient is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what is the date of service and total bill amount for him, please?
[CUSTOMER][NEUTRAL] Uh, it's for 21725244.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] I'm gonna correct his ID number too.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, and you said the data service is [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am. Mhm.
[AGENT][NEUTRAL] OK, so I do not have a data service on file for him for [PII].
[CUSTOMER][NEUTRAL] Yeah, it was sent electronically um.
[CUSTOMER][NEUTRAL] Let me make sure I have your right address.
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, no, ma'am, we don't.
[AGENT][NEUTRAL] No, ma'am, we don't have a claim on file.
[CUSTOMER][NEUTRAL] Hm, is your ride.
[CUSTOMER][NEUTRAL] OK, is your right address [PII]?
[AGENT][NEUTRAL] Uh-huh. And the zip code is [PII]. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, do you have a fax number I could fax this claim to?
[AGENT][NEUTRAL] Yes ma'am, you can send that to [PII].
[AGENT][NEUTRAL] 3659423 attention claims.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then um once the claim has been processed by APO [PII], we do have a portal in which you should be able to check our claim status in.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] And that portal website is secured.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK perfect OK and then [PII], can I get a reference number for this call?
[AGENT][NEUTRAL] Sure, you would use my name along with today's date.
[CUSTOMER][NEUTRAL] And it's T R A C Y?
[AGENT][NEUTRAL] I actually, it's T R A C I.
[CUSTOMER][NEUTRAL] Or to our ACI.
[AGENT][NEUTRAL] T R A C I. Yes, ma'am. Mhm.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] All right perfect thank you so much. I appreciate your help today.
[AGENT][POSITIVE] Well, you are certainly welcome. And is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No ma'am that's it.
[AGENT][POSITIVE] OK [PII], well thank you again for calling ATL and I hope you have a great day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Uh-huh, thank you. Bye-bye.