AccountId: 011433970860
ContactId: 4b263621-8c3b-478b-b484-858c7e3d465f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 363100 ms
Total Talk Time (AGENT): 147657 ms
Total Talk Time (CUSTOMER): 142229 ms
Interruptions: 3
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/4b263621-8c3b-478b-b484-858c7e3d465f_20250530T18:01_UTC.wav
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[AGENT][NEUTRAL] Good afternoon thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, this is [PII]. I need claim information.
[AGENT][NEUTRAL] Did you say that your name is [PII]? Is that correct?
[CUSTOMER][NEUTRAL] Uh, no, it's [PII].
[AGENT][NEUTRAL] Spell your name for me, please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And your callback number please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and you're needing claim status for one member. Is that correct?
[CUSTOMER][NEUTRAL] Uh yeah, there is one member, but uh uh there are 2 data services.
[AGENT][POSITIVE] Yes, [PII], I can help you with both and you will use my name that I gave you along with today's date as your call reference number.
[AGENT][NEUTRAL] And any information that I provide for you will be a verification of benefits and not a guarantee of payment.
[AGENT][NEUTRAL] And lastly, if we do have the claims on file, [PII], and you need a copy of the explanation of benefits, once I provide you the claim number, you can print them yourself from our portal by going to secured. [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is your patient's policy number?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] 02558130
[AGENT][NEUTRAL] Did you say 8130?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And what type of policy are you calling about today, [PII]?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[CUSTOMER][NEUTRAL] The patient dental.
[AGENT][NEUTRAL] Is this for medical or dental?
[AGENT][NEUTRAL] OK, and again, any information provided is a verification of benefits and not a guarantee of payment. What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] The patient name is [PII]. Date of birth is [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] What is your first date of service and total bill amount?
[CUSTOMER][NEUTRAL] Oh yeah, the date of service is [PII]. Uh, the bill amount is
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, sir. [PII] and the bill amount is $508.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] So there is no claim on file for this member?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] And uh I have one more data service is uh [PII].
[AGENT][NEUTRAL] [PII] and the bill amount?
[CUSTOMER][NEUTRAL] 319319.
[AGENT][NEUTRAL] OK, and also there is no claim on file for that data service either.
[CUSTOMER][NEUTRAL] Uh, so, well this is active for the data service, the both data service.
[AGENT][NEUTRAL] This policy is active and the effective date on the plan is [PII].
[CUSTOMER][NEUTRAL] and
[CUSTOMER][NEUTRAL] The policy future termination date.
[AGENT][NEUTRAL] There is no termination date. This policy is active.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, the timely filing limit.
[AGENT][NEGATIVE] There is no timely filing limit?
[CUSTOMER][NEUTRAL] And the pay ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And the mailing address?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, can you repeat the ZIP code 7.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK. And the insurance fee schedule name.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] I'm sorry, what did you ask?
[CUSTOMER][NEUTRAL] The uh the fee schedule name.
[AGENT][NEUTRAL] There is no fee schedule with this plan. This plan, the covered benefits are based on a percentage of the UCR of the service region.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, yeah, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you so much and please give me the reference number.
[AGENT][NEUTRAL] My name and today's date.
[CUSTOMER][NEUTRAL] Could you spell out your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome. So is there anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Uh, no, that's it. Thank you so much.
[AGENT][POSITIVE] OK, well thank you for calling APL and I hope you have a nice day.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] Thank you. Mhm. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.