AccountId: 011433970860
ContactId: 3111c933-0445-46cf-8ac6-359164a2ca2d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 247110 ms
Total Talk Time (AGENT): 77041 ms
Total Talk Time (CUSTOMER): 78107 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/3111c933-0445-46cf-8ac6-359164a2ca2d_20250619T18:39_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I was calling to check on a claim.
[AGENT][NEUTRAL] OK, sure, I can assist you with claims. May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Ms. [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] May I have the name of the facility you're calling from for my notes?
[CUSTOMER][NEUTRAL] [PII] Family dental.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Thank you. And may I have um the patient's policy number?
[CUSTOMER][NEUTRAL] 00724743.
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][POSITIVE] Perfect, thank you. And may I have the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Um, the data service was for.
[CUSTOMER][NEUTRAL] [PII] for 227.
[AGENT][NEUTRAL] OK, let me see if I can find this claim for you.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, and for the future you can check claim status online through our website at [PII] and that's just optional and it doesn't look like we have that claim. Let me double check one moment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said this was for [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank
[AGENT][NEUTRAL] And I'm sorry, can I get his date of birth? Just to make sure I have the right policy.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Yeah, we don't have that claim on file.
[CUSTOMER][NEUTRAL] OK, yeah, I'm not sure why because we had done an extraction. Well, we see, I'm sorry, um, I can't put you on, uh, and we didn't re yeah, we received the extraction, but we didn't receive it for the cleaning, so let me go ahead and just go ahead and send that back over to you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEGATIVE] No click on file reset.
[CUSTOMER][NEUTRAL] OK, let me just make sure there's no issue with the payer ID um.
[CUSTOMER][NEUTRAL] I have payer ID.
[CUSTOMER][NEUTRAL] 06126.
[AGENT][NEGATIVE] Oh, no, that's incorrect.
[AGENT][NEUTRAL] The payer ID is 6.
[CUSTOMER][NEUTRAL] What's the payer ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] OK, 60801.
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] Maybe that's the problem. Let me go ahead and update that and send it back over to you.
[AGENT][NEUTRAL] OK. Is there anything else I can help you with today, Miss [PII]?
[CUSTOMER][POSITIVE] That's it thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good afternoon.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.