AccountId: 011433970860
ContactId: 37043155-620a-4b63-a214-bfe77d4e3186
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 355859 ms
Total Talk Time (AGENT): 118668 ms
Total Talk Time (CUSTOMER): 126302 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/37043155-620a-4b63-a214-bfe77d4e3186_20250211T19:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] calling for the provider's office team to Cardiology to check on a dental status.
[AGENT][POSITIVE] OK, I'm happy to check on a claim for you. What's the patient policy number?
[CUSTOMER][NEUTRAL] Um, yeah, give me one second. So the patient policy is 02435003.
[AGENT][POSITIVE] All right, thank you, [PII] one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh yes. The patient name is [PII] and the legal name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have a claim number for the data service?
[CUSTOMER][NEUTRAL] Um, no, I do not have the claim number. I just have a date range for this patient.
[AGENT][NEUTRAL] OK and the policy number to confirm was 02.
[AGENT][NEUTRAL] 435003.
[CUSTOMER][NEUTRAL] 02435030.
[AGENT][NEUTRAL] 30. OK, one moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and then for [PII], what is the date of service?
[CUSTOMER][NEUTRAL] So the first day of service is going to be [PII].
[AGENT][NEUTRAL] In the build amount?
[CUSTOMER][NEUTRAL] I see the bill amount is $71.97. I mean, that is for secondary. I'll provide the total bill amount. That is $413 even.
[AGENT][NEUTRAL] Data service again was [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] No claims on file for that date of service.
[CUSTOMER][NEUTRAL] No claim on file. OK. Mhm. Yeah, tell me.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] I have one with a range from [PII], but not just for [PII].
[CUSTOMER][NEUTRAL] OK. Uh, just give me one second. Let me pull the next uh data of service.
[CUSTOMER][NEUTRAL] That is, uh, I, I mean, I'll provide you the date range. Give me one second.
[CUSTOMER][NEUTRAL] The next date of service is [PII].
[CUSTOMER][NEUTRAL] And the other one is [PII].
[CUSTOMER][NEUTRAL] And the next one is
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the last one is going to be um
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] OK data service [PII].
[CUSTOMER][NEUTRAL] Uh, the data services.
[AGENT][NEUTRAL] [PII], there's no claims on file for [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] No claims on file for [PII] or [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Or
[AGENT][NEUTRAL] What was the other date of service January.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] No claims on file for that date of service either.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, can I get the mailing address and uh
[CUSTOMER][NEUTRAL] Payer ID
[AGENT][NEUTRAL] Claims mailing address would be [PII]. That's in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Payer ID is 60801.
[CUSTOMER][NEUTRAL] OK. And can I get the policy effective date and termination date?
[AGENT][NEUTRAL] Effective date is [PII]. No termination date. Policy is still active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the time is anything pay ID policy effective. OK. Uh, do you see any front end resection?
[AGENT][NEUTRAL] Do I see any, I'm sorry, what again?
[CUSTOMER][NEGATIVE] Uh, front and rejection.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, got it. Um, can I get the call reference number?
[AGENT][NEUTRAL] Call references my name with my last initial than today's date. My name again is [PII], that's [PII] Last initial is [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much, [PII]. You have a wonderful day. Take care. Bye-bye.
[AGENT][POSITIVE] You too. Take care. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah.