AccountId: 011433970860
ContactId: 33851bcd-ef48-4e46-acea-0c4f8b85fcbc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 309500 ms
Total Talk Time (AGENT): 148227 ms
Total Talk Time (CUSTOMER): 110678 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/33851bcd-ef48-4e46-acea-0c4f8b85fcbc_20250418T20:27_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Um, hi, [PII], my name is [PII], and I was calling to um follow up on a claim that was faxed in.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with claim status. Can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] A patient's name is [PII]. Date of birth [PII].
[CUSTOMER][NEUTRAL] And the ID number is 02565390.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and then um what is the name of the facility you're calling for?
[CUSTOMER][NEUTRAL] Novant Health Urgent cares.
[AGENT][NEUTRAL] OK, and then can you please give me the date of service and the charge amount?
[CUSTOMER][NEUTRAL] Sure, it's uh 2625 for $341 even.
[AGENT][NEUTRAL] OK, let me look real quick.
[AGENT][NEUTRAL] OK, this is a dental policy. Did you mean to send, is it for medical?
[CUSTOMER][NEUTRAL] Yes, for medical.
[AGENT][NEUTRAL] OK, so this is a dental policy number.
[AGENT][NEUTRAL] Uh, let me see if he has a medical number.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, let me give you a good policy number to send the claim in for his medical.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It is 256.
[AGENT][NEUTRAL] 5385.
[CUSTOMER][NEGATIVE] Wow, OK, and I called on the [PII] and no one told me that it was dental.
[AGENT][POSITIVE] Yes. Oh bless your heart.
[CUSTOMER][NEUTRAL] And they told me to refax the claim.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah, this would be the 3rd time I'm submitting it.
[AGENT][NEUTRAL] Bless your heart. Yes, that, that policy number that you gave me is his dental policy. His hospital indemnity plan is 256-538-5. Was he uh in critical illness or anything like that?
[CUSTOMER][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] He has a critical illness policy, but that's, you know, intensive care, critical illness type.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right, yeah, it just says pain in the left foot and um planar faciitis.
[AGENT][NEUTRAL] OK, so that's gonna, right.
[AGENT][NEUTRAL] Plantar faciitis. OK, so that's gonna be the the policy number I gave you 256-538-5, and you filed the claim the same way with all the numbers are the same.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] OK, and um do I need that lead in 0 or no?
[AGENT][NEUTRAL] No ma'am, you don't have to have it.
[CUSTOMER][NEUTRAL] OK, OK, I just want to confirm because I'm trying to get it right and this will be the 3rd time, so.
[AGENT][NEUTRAL] Yes, uh, uh, well, I'm glad that I noticed that for you because I was like, well, there's not a claim on file. And then I looked and I saw the name of your, that it was a health urgent care and I'm like, mm, we don't usually have urgent care's file dental claims unless it's like, you know, uh, face got messed up or accident or something. I was like, yeah, I'll let her know this is a dental claim, or dental policy. OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right, yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, awesome and before I refax it, just to confirm this fax number um for the claims is [PII], correct?
[AGENT][NEUTRAL] That's correct. We also have a payer ID number if you would like that since you don't have his card. It's 60.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] 801.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 60801. OK.
[CUSTOMER][POSITIVE] Alright, well thank you so much.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No, that's all for now.
[AGENT][POSITIVE] OK, well, you have a happy Easter and thank you for calling APL.
[CUSTOMER][POSITIVE] Uh-huh, same to you, take care.
[AGENT][NEUTRAL] You too bye bye.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye.