AccountId: 011433970860
ContactId: 41a1780d-6b6a-4c00-92ca-9e584963545a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 293549 ms
Total Talk Time (AGENT): 61760 ms
Total Talk Time (CUSTOMER): 103082 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/41a1780d-6b6a-4c00-92ca-9e584963545a_20250620T14:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes ma'am, this is [PII] with the Delhi Community Health Center dental clinic, and we have a um claim I'm checking on to see if it's been paid.
[AGENT][NEUTRAL] OK, [PII]. Happy to check claim. Do we have their policy number?
[CUSTOMER][NEUTRAL] Mm I think so hold on.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I have the name, date of birth, social security number.
[AGENT][NEUTRAL] OK, we can look by social. What's that?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the patient's first and last name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK. And then what's the date of service?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What is the data service we're looking for [PII]?
[CUSTOMER][NEUTRAL] Oh, it is for uh [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 3325 and the bill amount?
[CUSTOMER][NEUTRAL] Was $96.
[AGENT][NEUTRAL] OK, yeah, I'm not showing any claims on file for that date of service.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It was electronically sent.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me see if I have the right information in there.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It was sent to [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Mhm. Yeah, that's, that's correct.
[CUSTOMER][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] Does is there a policy number that I need to use besides the uh.
[CUSTOMER][NEUTRAL] Social security number?
[AGENT][NEUTRAL] Yeah, I can
[AGENT][NEUTRAL] Yeah, I can give you that policy number when you're ready.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] It's um 715-625.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me put that in and y'all do get electronic submissions, right?
[AGENT][NEUTRAL] Yeah, do you want the payer ID or the fax number? I can give you those also.
[CUSTOMER][NEUTRAL] Uh yes, I'm fixing to, I'm fixing to pull it up to see.
[CUSTOMER][NEUTRAL] first.
[CUSTOMER][NEUTRAL] I have
[CUSTOMER][NEUTRAL] 60801 is the payer ID.
[AGENT][POSITIVE] Mhm. Correct.
[CUSTOMER][NEUTRAL] Group number is LA 0144.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The only thing is maybe it was because I didn't have the um member ID number in there I'll resubmit it.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And make sure it gets there.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can check on for you?
[CUSTOMER][NEUTRAL] I think that's it.
[AGENT][POSITIVE] All right, well, thanks for calling APL. Have a good day, [PII].
[CUSTOMER][NEUTRAL] You you as well, mm bye bye.
[AGENT][NEUTRAL] All right. Bye-bye.