AccountId: 011433970860
ContactId: 51ff755a-a144-4d6e-a22e-a7ebe22fa828
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 288220 ms
Total Talk Time (AGENT): 91501 ms
Total Talk Time (CUSTOMER): 90158 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/51ff755a-a144-4d6e-a22e-a7ebe22fa828_20250313T16:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Kinton Smiles, and I was calling to check on a claim.
[AGENT][POSITIVE] OK, [PII], I'm happy to check a claim for you today. What's the patient's policy number?
[CUSTOMER][NEUTRAL] It is 02061513.
[AGENT][NEUTRAL] Alright thank you [PII] let me pull this up and do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII], [PII].
[AGENT][NEUTRAL] Alright, thank you for that and then what's the date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] For and the bill amount?
[CUSTOMER][NEUTRAL] It was for.
[CUSTOMER][NEUTRAL] 287
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And data service just to confirm again [PII] was [PII] you said of 24?
[CUSTOMER][NEUTRAL] Mhm I'm sorry, 25.
[AGENT][NEUTRAL] 25, OK. I just want to make sure I may have copied it down wrong.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right, I'm not showing any claims on file for [PII]. date of service [PII].
[CUSTOMER][NEUTRAL] Mm, yeah, it was electronically sent. Um, let me look at one more place right quick.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah, my, um, yeah, sent on the [PII] it was accepted, um, electronically. Let me see if I have a claim number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so we use Vine as our clearing house. They did not give us a claim number, but they gave us a buying reference ID number, but it says it was accepted on [PII] at [PII] by the carrier.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] So I will say that there is a claim that's pending right now. I wonder if that's it. Um, it doesn't have a claim number or anything yet associated. I mean.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] One in progress is a different date of service. It's 310-25, it shows.
[CUSTOMER][NEUTRAL] Um, that's crazy.
[AGENT][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Um, yeah, I mean we did see him on [PII]. I mean that was just Monday and he was saying this exact same way, um, same clearing house and everything.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Yeah, that is strange. No, I mean, I see that one it's pending right now, um, but.
[CUSTOMER][NEUTRAL] So do I just need to resend it?
[AGENT][NEUTRAL] Yeah, I just resubmitted at this point.
[CUSTOMER][NEUTRAL] OK, alrighty, um, can I get a call reference number please?
[AGENT][NEUTRAL] Absolutely, [PII]. That's gonna be my name with my last initial and then today's date. My name again is [PII], that's [PII], last initial [PII] [PII].
[CUSTOMER][POSITIVE] And 3 1325 awesome thank you so much bye bye.
[AGENT][POSITIVE] Mhm. You're welcome. Have a good day. Bye.
[CUSTOMER][NEUTRAL] You too.