AccountId: 011433970860
ContactId: 48d48fea-1b6f-4cec-ad08-45f2973d187b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 338739 ms
Total Talk Time (AGENT): 123163 ms
Total Talk Time (CUSTOMER): 97727 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/48d48fea-1b6f-4cec-ad08-45f2973d187b_20250203T19:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I need to check the status of 2 claims please.
[AGENT][NEUTRAL] OK, I could check on a claim for you or a couple claims for you. um, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's 606-270.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Uh, what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] The insured is [PII], but it's for dependent [PII].
[AGENT][NEUTRAL] OK, do you have [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Yes, it's uh [PII].
[AGENT][NEUTRAL] OK perfect thank you for verifying that [PII]. What was the date you said there were a couple claims?
[CUSTOMER][NEUTRAL] Uh, yes, different people though, the first one.
[AGENT][NEUTRAL] Were they both? oh OK got you no worries. OK, what was the date of service for this one?
[CUSTOMER][NEUTRAL] Data service is gonna be 1216 of 24.
[AGENT][NEUTRAL] 1216 and that bill amount please?
[CUSTOMER][NEUTRAL] It's $253.
[AGENT][NEUTRAL] Alright, bear with me just a moment. So this policy actually terminated [PII], so let me see if they had one that was active during that time. Give me just a moment.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] OK, they did not.
[CUSTOMER][NEUTRAL] Because it looks like we, we called on [PII] and spoke Pury polic policy was active for the entire family.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, it might have rolled back sometimes if we've not received premium or something like that, um, but let me double check to take a look at the claim bear with me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEGATIVE] Oh, wrong one.
[AGENT][NEUTRAL] OK. Well, um.
[AGENT][NEUTRAL] And again I'm so sorry that was [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I'm actually not showing that we did receive this claim [PII].
[CUSTOMER][NEUTRAL] OK, but you sure that they're termed?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] Taken to show up in the system.
[AGENT][NEUTRAL] Yeah, I guess that was something they kinda had to roll back.
[CUSTOMER][NEUTRAL] OK, let me close this claim out and then I'll get to that other person I need to ask you about.
[AGENT][NEUTRAL] OK, was that on the next one was it for a different policy?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, OK, give me just a moment I'll let you know when I'm ready for that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right. I appreciate your patience. Uh, I am ready for that next policy number.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] 603785
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then uh what was the name and date of birth for this patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you and then uh what was the date of service for this one?
[CUSTOMER][NEUTRAL] [PII] as a secondary.
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Bear with me just a moment.
[AGENT][NEUTRAL] Alright, that was again [PII] or excuse me [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, we did not receive this one either [PII], um, this one was is currently active though, so you can definitely send that back to us.
[CUSTOMER][NEUTRAL] OK, and you show that you guys are secondary?
[AGENT][NEUTRAL] Um, no, we don't see that information. Um, I just see that that is their dental policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you know if you guys uh I can send it electronically, is that correct?
[AGENT][NEUTRAL] Of course, absolutely, I've got a mailing address, fax number and a payer ID.
[CUSTOMER][NEUTRAL] Let me see
[CUSTOMER][NEUTRAL] 6 months.
[CUSTOMER][NEUTRAL] Patient's name.
[CUSTOMER][POSITIVE] Oh yeah, it looks like I sent it and it came back rejected because I didn't put the date, the primary insurance date. OK, perfect. I will resend that back out to you guys electronically. Thank you so much with the primary be attached. Alright, thanks so much. No, that's gonna be it. Thank you.
[AGENT][NEUTRAL] OK, sounds good. All right, did you have any other questions for me?
[AGENT][POSITIVE] Alright, thanks for calling APL have a great rest of your day.
[CUSTOMER][NEUTRAL] And you too bye bye.
[AGENT][NEUTRAL] Right