AccountId: 011433970860
ContactId: 500293e7-ea90-435d-8168-2469387eda2b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 469829 ms
Total Talk Time (AGENT): 201863 ms
Total Talk Time (CUSTOMER): 157669 ms
Interruptions: 6
Overall Sentiment: AGENT=2.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/500293e7-ea90-435d-8168-2469387eda2b_20250210T17:13_UTC.wav
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[AGENT][POSITIVE] Morning, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I need to check on the status of a claim.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you. May I ask your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] Thank you [PII], and what is a good call back number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And [PII], what is the policy number for the patient?
[CUSTOMER][NEUTRAL] 00604814
[AGENT][NEUTRAL] And the patient's name and date of birth, please, ma'am.
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[AGENT][NEUTRAL] All right. And you were needing claim status, is that correct?
[CUSTOMER][POSITIVE] Yes ma'am, yes ma'am.
[AGENT][POSITIVE] All right, thank you. I can help you with that. Let me just get.
[CUSTOMER][NEUTRAL] Actually it was uh a pre-treatment.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Let me get that policy pulled up real quick and we can check that for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What was the date of service?
[CUSTOMER][NEUTRAL] OK, this is for a pre-treatment so there's no data service there.
[AGENT][POSITIVE] I, I, I heard that. I'm so sorry. Bear with me just a second.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Uh
[AGENT][POSITIVE] Oh my goodness.
[AGENT][NEUTRAL] What's the provider name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, looks like that we processed that on the [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So how much did y'all expect to pay?
[AGENT][NEUTRAL] Let me see if I can get that pulled up for you and I can fax it to you.
[CUSTOMER][NEUTRAL] OK, my fax machine's down.
[AGENT][NEUTRAL] I can email it to you.
[CUSTOMER][NEUTRAL] OK, that'll work.
[AGENT][POSITIVE] We'll just, we'll just do something for you. That's right. Let me see, bear with me just one second.
[CUSTOMER][NEUTRAL] We'll figure out something.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Trying to get that pulled up too, bear with me just a second.
[CUSTOMER][POSITIVE] Take your time.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh my goodness, come on. I'm so sorry.
[CUSTOMER][NEGATIVE] Oh, you're fine. I'm having the same issues with my computer today.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] It's like did the computers go to the Super Bowl or something? I don't know.
[CUSTOMER][NEUTRAL] They may have they they got a hangover today.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] I didn't go, but
[CUSTOMER][NEUTRAL] It wasn't one of my things.
[AGENT][NEUTRAL] My, me either. I, I, I'm just, I didn't even watch it. Don't tell anybody because everybody be like, what?
[CUSTOMER][NEUTRAL] No, I
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Yeah, well, I'm the same way. I could care less.
[AGENT][POSITIVE] I, I love that I saw on Facebook where it said um.
[AGENT][NEUTRAL] That
[AGENT][POSITIVE] The best part of the Super Bowl is the food and the commercials that they don't care who they don't care who makes a goal or I mean.
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEGATIVE] Who shoots the basket or something like that they didn't even.
[CUSTOMER][NEUTRAL] Uh, yeah, right, right, I saw that too.
[AGENT][NEUTRAL] I'm like, mhm me too.
[CUSTOMER][NEUTRAL] I'm like why do you pay all this money to go then?
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] OK, I'm having trouble getting that pulled up. I am so sorry.
[CUSTOMER][NEUTRAL] You're fine.
[AGENT][NEUTRAL] Do you mind if I um transfer you to our dental department? Let me see if they can get that pulled up for you. I am so sorry. All right. Thank you. One moment, please.
[CUSTOMER][POSITIVE] I don't mind at all thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[AGENT][POSITIVE] Hi, [PII], it's [PII]. How are you doing today? Happy Monday. I'm, I'm good, thank you. Listen, I've got a provider on the line about a pre-treat.
[CUSTOMER][POSITIVE] Hey [PII]. I'm good. How are you?
[AGENT][NEGATIVE] Um, and I can't find anything regarding she's asking what we're gonna pay. I don't even see online. I mean, in, in.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] On base. Can you
[CUSTOMER][NEUTRAL] What is the policy number, [PII]? I don't know anything about the um the dental, the, the stuff, but I think [PII] put it on the notes, but what's the policy number? Cause I don't.
[AGENT][NEUTRAL] It's 604-814.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And who is it for?
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] And what is the um
[CUSTOMER][POSITIVE] [PII] is nice.
[AGENT][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] Uh, the provider's name is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So she don't, they don't put it in on base anymore?
[CUSTOMER][NEGATIVE] I don't know why. When I first started here they used to list it, itemize it on the EOB, but now they don't. I don't understand why they don't because it's confusing to the provider you're sending them something with nothing on there. They don't know the reason for the pre-treat is to show them what we're gonna pay on it, but.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right, and all I could, I mean all I could see in Onase was the actual claim itself.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And so, um, [PII] puts it on the notes.
[CUSTOMER][NEUTRAL] And so I could tell her from the notes, I could read it from the notes and let her know. You said her name was [PII]?
[AGENT][NEUTRAL] [PII] and her callback number is [PII].
[AGENT][NEUTRAL] 683-338-4 and that's good to know. I mean, I, I had no clue I thought.
[AGENT][NEUTRAL] We always sent the pre-treat estimate.
[CUSTOMER][NEUTRAL] I don't know why they haven't changed it, but I'll let her know.
[AGENT][POSITIVE] I appreciate you [PII] thank you you have a wonderful day.
[CUSTOMER][NEUTRAL] You're welcome, [PII].
[CUSTOMER][POSITIVE] Have a good day as well. Thank you.
[AGENT][NEGATIVE] Oh, she just hung up. Are you kidding me?
[CUSTOMER][NEUTRAL] She'll call back cause she's gonna wanna know what we pay on it.
[AGENT][NEUTRAL] I, I just might give her a call back so just to make sure um.
[CUSTOMER][NEUTRAL] It's right here, um, the first one for the data service [PII], well, not the date of service but the notes is from [PII], but you can just directly transfer it to me if you call her back.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I got you. I got you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well, I, I think I can, I'm sorry, I did, I was not aware of that. That's a really good thing to know.
[CUSTOMER][NEUTRAL] No, cause I wasn't aware of it until I called [PII] one day and asked her.
[AGENT][POSITIVE] That's just crazy. But anyway, that's all right. We, we will go, we'll just roll with it, won't we?
[CUSTOMER][POSITIVE] Mhm, yeah, we'll make it work.
[AGENT][POSITIVE] That's right. So good to talk to you. You have a wonderful day. Thank you. Bye-bye.
[CUSTOMER][POSITIVE] Same here [PII]. You do the same. Thank you. Bye.