AccountId: 011433970860
ContactId: 4d38dd33-668c-40e2-bf12-a2c7cb80acd2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199919 ms
Total Talk Time (AGENT): 94207 ms
Total Talk Time (CUSTOMER): 44980 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/4d38dd33-668c-40e2-bf12-a2c7cb80acd2_20250211T15:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh, I was calling checking on dental claims.
[AGENT][NEUTRAL] May I have your name? I can help you.
[CUSTOMER][NEUTRAL] Uh, my name's [PII].
[AGENT][POSITIVE] Thank you and your callback number please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is the policy number, please?
[CUSTOMER][NEUTRAL] 752848
[AGENT][POSITIVE] Thank you [PII] one moment.
[AGENT][NEUTRAL] I have the 752-848, verify the patient's name and date of birth. Thank you.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, one moment please.
[AGENT][NEUTRAL] And again you call for claim status. Give me one second. I can help you with that. Now what is that date of service and total charge amount, please?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] 1216 24 total charge 182.
[AGENT][POSITIVE] OK, thank you so much, [PII]. Give me a moment please. 15:16.
[AGENT][NEUTRAL] Can you please verify the procedure code or codes billed to the service date?
[CUSTOMER][NEUTRAL] D1110D01200274
[AGENT][POSITIVE] Thank you I appreciate that thank you.
[AGENT][NEUTRAL] It shows that that claim was reprocessed. It shows that the check may have been voided. Uh, it appears the claim was reprocessed with a payment of $89 and that claim was processed on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I have that claim number for you, [PII] if you need that.
[AGENT][NEUTRAL] Check number as well 355-9665.
[CUSTOMER][NEUTRAL] Yeah, go ahead.
[AGENT][NEUTRAL] And the check number is 2025932.
[CUSTOMER][NEUTRAL] And it was sent out [PII]?
[AGENT][NEUTRAL] It was processed on the [PII]. It would have been mailed out on the [PII]. It had it not been a weekend. Um, one second, I can tell you where it was mailed to if you like that information as well. I can get it for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] It was mailed to [PII] I'm sorry, Doctor [PII], [PII].
[CUSTOMER][POSITIVE] That's correct. OK, well.
[CUSTOMER][POSITIVE] We should be getting it any day then.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Alright, well, that's what I was checking on.
[AGENT][POSITIVE] OK, thank you so much for giving us a call today. [PII] you have a great day, [PII] and weekends. Thank you.
[CUSTOMER][POSITIVE] You you too bye bye.
[AGENT][NEUTRAL] Bye.