AccountId: 011433970860
ContactId: 4ec8cebb-9a44-4ca4-a8f1-92b1baac4c03
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 197839 ms
Total Talk Time (AGENT): 33922 ms
Total Talk Time (CUSTOMER): 71011 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/4ec8cebb-9a44-4ca4-a8f1-92b1baac4c03_20250612T20:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], this is [PII] calling for provider to check on additional information about a claim that has been denied. Please note this call will be monitored and recorded for quality and training purposes.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Is the callback number [PII], it's a direct line.
[AGENT][NEUTRAL] And policy number for the patient?
[CUSTOMER][NEUTRAL] Uh, it's 10.
[CUSTOMER][NEUTRAL] Just give me one moment. It's still loading.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] It's coming up now. OK. The policy number is 02455928.
[AGENT][NEUTRAL] The patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Do you have the claim number?
[CUSTOMER][NEUTRAL] Mm, yeah, one moment.
[CUSTOMER][NEUTRAL] OK. Uh, the claim number is 3600305.
[AGENT][NEUTRAL] Um, this is for a dental policy, the number you gave me, it's for a dental policy. There's no claims on file. Let me look up the claim number you gave me.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 3600305.
[CUSTOMER][NEUTRAL] Yes, 360305.
[CUSTOMER][NEUTRAL] And also, this is for a different policy number.
[CUSTOMER][NEUTRAL] 02455926.
[AGENT][NEUTRAL] Yeah, that's what I have. OK. And what was your question on the claim?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh, yeah, this one I can see all these quotes are denied for non-covered charges. Uh, so may I know is that not covered as for the patient plan or provide a contract?
[AGENT][NEUTRAL] Patient plan.
[CUSTOMER][NEUTRAL] OK. And the patient plan type?
[AGENT][NEUTRAL] Supplemental.
[CUSTOMER][NEUTRAL] And there is supplemental.
[CUSTOMER][POSITIVE] OK. Thank you one moment.
[CUSTOMER][NEUTRAL] OK. And the claim processed it, uh, the denied it, [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, thank you. And your name and the call reference for this call?
[AGENT][NEUTRAL] My name is [PII] and call reference is my name and today's date.
[CUSTOMER][POSITIVE] OK. Thank you so much for listening, [PII], and have a wonderful day. Take care.
[AGENT][POSITIVE] Thanks for calling APLU as well. Bye-bye.