AccountId: 011433970860
ContactId: 4864c649-8177-442f-a9fd-ff1fd68047fb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 594690 ms
Total Talk Time (AGENT): 138891 ms
Total Talk Time (CUSTOMER): 121234 ms
Interruptions: 2
Overall Sentiment: AGENT=0.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/4864c649-8177-442f-a9fd-ff1fd68047fb_20250603T21:12_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]. I'm calling from a dental office to check status of a claim submitted.
[AGENT][NEUTRAL] And can you spell your name for me please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And you were calling about claim status correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, uh, what's a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what's the claim number or I'm sorry, the policy number?
[CUSTOMER][NEUTRAL] 02625526
[AGENT][NEUTRAL] OK, I'm sorry, my phone kind of cut out. I have 026.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 5, 02625526.
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][NEGATIVE] Like don't do.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me please?
[CUSTOMER][NEUTRAL] [PII] is his first name, [PII]. Last name is [PII]
[AGENT][NEUTRAL] OK, and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] And do you have the claim number or the date of service?
[CUSTOMER][NEUTRAL] 5 19 2025.
[AGENT][NEUTRAL] OK, give me just a moment to look that up.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I have actually two days of services, the [PII] and then the [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see if I can find the 1st [PII].
[CUSTOMER][NEUTRAL] My last name is [PII]
[CUSTOMER][NEUTRAL] Oh my God, my first name is No.
[CUSTOMER][NEUTRAL] Oh my God.
[CUSTOMER][NEUTRAL] Are you OK?
[CUSTOMER][NEUTRAL] Oh my God.
[AGENT][NEUTRAL] OK, it looks like that first one.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, we are waiting for, uh, big or benefits in a card. We're waiting information to confirm the eligibility of from, uh, benefits in the card. Um, we will continue to process the claim. Uh, if you have any questions about that claim, uh, you can contact Vic and I can give you their phone number if you need it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK, I just looked this up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I actually just got off the phone with Vic. I have their phone number, the [PII], and they said that the patient is he was eligible for those two dates of services. So the carrier, which is APL is the one that administers the benefits and the payment to us, the provider. So there should be nothing holding this claim now for bringing from um being finalized.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The representative actually transferred the call to you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] OK, give me just a second and let, let me check real quick to make sure that then the other claim wasn't for the same reason.
[AGENT][NEUTRAL] Yeah, I am seeing the same thing that we're waiting for them. Um, let me check.
[AGENT][NEUTRAL] OK, give me just a moment. Let me see what's going on here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me check.
[CUSTOMER][NEUTRAL] Maybe
[CUSTOMER][NEUTRAL] I don't have any checks.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh yes.
[AGENT][NEUTRAL] And give me just a moment. I'm looking to see if we got anything from them.
[CUSTOMER][NEUTRAL] Yeah, that's fine. I'm here, I'm still here.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Oh, yes, give me one moment. I'm trying to read and see, um.
[CUSTOMER][NEUTRAL] Oh no, sorry, I just wanted to make sure the line didn't get disconnected.
[AGENT][NEGATIVE] Oh no, no, no, no, no, sorry.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm still here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It looks like we, we contacted it today.
[AGENT][NEUTRAL] And they said that they haven't released the claim yet, so let me check something real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] Yes, so it looks like we contacted Bicks this morning.
[AGENT][NEUTRAL] Um, to ask them to release the claim. I'm not showing that the claim has been released yet, um.
[AGENT][NEUTRAL] If possible, I would call back tomorrow because they were eligible for that date of service um so I can't, I can't see why it would be denied, but we're just waiting on them to release the claim to us um and that was from this mor we contacted them this morning, um, so if they have sent something I'm not able to see it just yet.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so I'll call tomorrow. I'll call today.
[AGENT][NEUTRAL] Oh yeah, I, I would wait until the until the morning, yeah.
[CUSTOMER][POSITIVE] Yeah, thank you so much.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] That was it. Thank you.
[AGENT][POSITIVE] Thank you for calling APL and have a great day.
[CUSTOMER][NEUTRAL] You too bye.