AccountId: 011433970860
ContactId: 459b3133-7e69-4f63-b395-357e8081a93f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179839 ms
Total Talk Time (AGENT): 72942 ms
Total Talk Time (CUSTOMER): 70869 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/459b3133-7e69-4f63-b395-357e8081a93f_20250306T16:21_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] and I'm calling from a dental or oral surgery provider office on a claim.
[AGENT][POSITIVE] OK, I'm happy to check on a claim for you today. Do we have a policy number?
[CUSTOMER][NEUTRAL] I have 243-219-6.
[AGENT][NEUTRAL] OK, let's take a look here.
[AGENT][NEUTRAL] And if I can get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII], uh, [PII].
[AGENT][NEUTRAL] OK, and then data service.
[CUSTOMER][NEUTRAL] It's very old but it went out paper uh 85 of 24 and then we mailed it back out on [PII]. I just didn't know if you got either of those claims.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's take a look. What's the bill amount?
[CUSTOMER][NEUTRAL] Uh, office visit at $70.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me take a look.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I'm sorry, what was your name again?
[AGENT][NEUTRAL] My name is [PII], that's [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Yeah, no problem. OK.
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Alright, alright, thank you so much for your patience on that lease. So we did get the claim, it looks like it's it was reported on [PII]. Uh, the claim was processed on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well that's good. I'm just checking we're just doing a little bit of follow up on some of these oddities that have been sitting out there forever, so it's processed on [PII]. Did it paid the 70 or?
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It looks like the benefit payment was $56 that was sent out.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK, and then is that out of network, I think I don't think we're in network with that process through a network at all or no?
[AGENT][NEUTRAL] No, yeah, it looks that was uh Max. Do you need the check number or anything? I can give you that also.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, then I'll give it um to the gal who opens all the the the mail so if you don't mind then we can match it up quick and get it posted.
[AGENT][NEUTRAL] Yeah, no worries. So that check number is gonna be 203.
[AGENT][NEUTRAL] 0704.
[CUSTOMER][POSITIVE] For $56. OK, good enough. OK, alright, well, I appreciate that. Thank you so much and you have a great day.
[AGENT][NEUTRAL] Yep.
[AGENT][POSITIVE] You too. Take care.
[CUSTOMER][POSITIVE] OK, take care thank you bye bye.
[AGENT][NEUTRAL] Bye bye.