AccountId: 011433970860
ContactId: 4cbd3166-3c3f-4287-8fb4-28bf3b041f9a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 219490 ms
Total Talk Time (AGENT): 67427 ms
Total Talk Time (CUSTOMER): 103270 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/4cbd3166-3c3f-4287-8fb4-28bf3b041f9a_20250211T19:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling from a dental office. Um, we received an explanation of benefits for a patient of ours, um, and on it it says they're waiting information to confirm eligibility. I think they, they did have a primary, but it has been termed, um, so now we just have you guys as the primary so I was just wondering is there anything we need to do to help process the claim um for our patient.
[AGENT][NEUTRAL] OK, what's your name, ma'am?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], what's the policy number?
[CUSTOMER][NEUTRAL] Um, 0252124.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] And a good phone number in case we're disconnected.
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Is there a number missing from the policy number?
[CUSTOMER][NEUTRAL] Um, 02502124. Let me see if I have something different in his.
[AGENT][NEUTRAL] OK, there's a 0 and there's a 0 in front of the 2. OK, I didn't hear that before. I missed it. OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yes, yep. Oh, sorry. Yeah.
[AGENT][NEUTRAL] OK. And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. And um did you get the claim number when you called in before or what is the date of service?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, it is 4.
[CUSTOMER][NEUTRAL] 12125.
[AGENT][NEUTRAL] 25
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was the total charge?
[CUSTOMER][NEUTRAL] 305.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Alright, so the claim was reprocessed on today. It's going to issue a payment of $260.
[AGENT][NEUTRAL] Under claim number
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 3558501.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Anything else?
[CUSTOMER][NEUTRAL] Could you do me a favor? Yes, could you check, um, his daughter, we are also waiting for a claim for her, um, for the same amount. It's her name's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. What's your date of service?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And when was this claim submitted for [PII]?
[CUSTOMER][NEUTRAL] Um, I
[CUSTOMER][NEUTRAL] I think we just actually submitted it electronically which I don't know um on.
[AGENT][NEUTRAL] Yeah, I'm showing it uh received on the [PII] and it's not been processed yet but it's in line for processing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, OK, perfect, great, thank you so much I appreciate that.
[AGENT][POSITIVE] Oh, you're welcome, [PII]. Anything else?
[CUSTOMER][NEUTRAL] Um, no, that's everything.
[AGENT][POSITIVE] OK, well thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you, you too. Goodbye.
[AGENT][NEUTRAL] Oh bye bye.