AccountId: 011433970860
ContactId: 494f6839-dd8b-4fa1-a214-6608f1abe12b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190339 ms
Total Talk Time (AGENT): 84088 ms
Total Talk Time (CUSTOMER): 65515 ms
Interruptions: 1
Overall Sentiment: AGENT=2.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/494f6839-dd8b-4fa1-a214-6608f1abe12b_20250429T12:47_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and I was calling to check on the status of a claim for a patient.
[AGENT][NEUTRAL] OK, [PII], you're needing claim status for one member, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII] no extension.
[AGENT][POSITIVE] Thank you. And the member's policy number, please.
[CUSTOMER][NEUTRAL] 246-456-1
[AGENT][NEUTRAL] OK thank you one moment while I get all of the members information pulled up please.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And any information provided today would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what's the data service in total bill amount?
[CUSTOMER][NEUTRAL] [PII] of this year [PII] build out uh $499.
[AGENT][NEUTRAL] 499. Was that correct?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK, now, on this dental policy, there is no claim on file for this member.
[CUSTOMER][NEUTRAL] OK. Um, I have an electronic ID.
[CUSTOMER][NEUTRAL] Oh, a pair ID is 60801. Does that sound accurate?
[AGENT][POSITIVE] Yes, that is correct. Yes, ma'am.
[CUSTOMER][NEUTRAL] And then [PII].
[AGENT][NEUTRAL] 8950 attention claims.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. And
[CUSTOMER][NEUTRAL] I have the last name is [PII]. Do you have the same thing?
[AGENT][NEUTRAL] No, I just have [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] You just have [PII] then that's probably.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] My issue is, so I will get that resubmitted and you have a wonderful day.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well thank you so much and then just one last thing for you [PII] for just for future reference, we also have a portal that you should be able to check claim status in once we've processed the claim and that website that you would go to for the portal is secured.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Alright well thank you so much for that information you have a wonderful day.
[AGENT][POSITIVE] Well, you're certainly welcome. Yes, me, me too, that is all I can help you with, and thank you as well for calling APL.
[CUSTOMER][NEUTRAL] Mhm bye bye.
[AGENT][NEUTRAL] Bye bye.