AccountId: 011433970860
ContactId: 2c9a347c-1e3b-4afb-87f2-1ebc6da88a21
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 219020 ms
Total Talk Time (AGENT): 69906 ms
Total Talk Time (CUSTOMER): 101182 ms
Interruptions: 1
Overall Sentiment: AGENT=2.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/2c9a347c-1e3b-4afb-87f2-1ebc6da88a21_20250103T15:24_UTC.wav
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[AGENT][POSITIVE] Hi, thank you for calling APO. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with Upper West Midtown Dentistry, Doctor [PII]'s office. Just wanted to call and check on a claim for a patient to see if y'all have received the claim.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah, I'd love to help you with some claim status today, Ms. [PII]. Do you have that policy number handy?
[CUSTOMER][NEUTRAL] I do, um, you want the group number or the ID number?
[AGENT][NEUTRAL] Uh, the ID if I can please.
[CUSTOMER][NEUTRAL] Sure, 021.
[CUSTOMER][NEUTRAL] 91934.
[AGENT][POSITIVE] Wonderful, thank you, and while I'm getting that policy pulled up, Miss [PII], do you mind if I also grab a good call back number?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Sure, um, [PII]. I'm working at another location today and that would be [PII] [PII].
[AGENT][POSITIVE] Thank you, I appreciate it and your patient's first and last name and date of birth, please?
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Sure, his first name is [PII]. Last name is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thank you and.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. It looks like we received.
[AGENT][NEUTRAL] A claim at the end of last year. What is the date of service you have on file for your claim?
[CUSTOMER][NEUTRAL] So that we, we have one that we've already received. The second one that we're looking at is for [PII].
[AGENT][NEUTRAL] Oh, OK, so I actually do not have one on file from [PII].
[CUSTOMER][NEUTRAL] Let's take a look then. Let's make sure that it got billed to the right place.
[CUSTOMER][NEUTRAL] Give me 1 2nd please.
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] So the address we have on file.
[CUSTOMER][NEUTRAL] Is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And the electronic payer ID is 60801.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is that right?
[AGENT][POSITIVE] Yes, ma'am. I'm so sorry. I don't know how.
[CUSTOMER][NEUTRAL] So that would have come over and like.
[CUSTOMER][NEUTRAL] It's OK. It would have come over electronically, so let me just look at our electronic claims and see if it signed any type of.
[CUSTOMER][NEUTRAL] Any number or anything.
[CUSTOMER][NEUTRAL] Well, it doesn't look like it went through so now for his claims.
[CUSTOMER][NEUTRAL] I think for the attachments I think we're gonna have to mail this one in.
[CUSTOMER][NEUTRAL] It's for SRP. Do you require the attachments for the SRP?
[AGENT][POSITIVE] I actually, I'm so sorry. I don't know.
[CUSTOMER][NEUTRAL] OK, OK, well I tell you what, we will just mail this one in because it doesn't look like it was received, so.
[AGENT][NEUTRAL] OK perfect yeah uh send it on into us typically we have it in our system 5 days, 5 to 7 days after mailing and then from there the turnaround time is another 5 to 7 days, um, but.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] We'll get that right over to you.
[AGENT][POSITIVE] But yeah send it on into us and then we'll get you all taken care of thank you so much.
[CUSTOMER][POSITIVE] Thank you appreciate it.
[AGENT][POSITIVE] My pleasure. You take care, [PII].
[CUSTOMER][NEUTRAL] All right bye bye.
[AGENT][NEUTRAL] Bye bye.