AccountId: 011433970860
ContactId: 53fa9261-1b01-47ff-b0ae-3772e1fbc9ca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221770 ms
Total Talk Time (AGENT): 91707 ms
Total Talk Time (CUSTOMER): 70981 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/53fa9261-1b01-47ff-b0ae-3772e1fbc9ca_20250128T16:56_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, uh, this is [PII] calling from services office, and I'm looking for a claim status for a patient. Could you able to spell out your name?
[AGENT][NEUTRAL] Yes, my name is [PII] First initial and my last name is [PII].
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] You're welcome. And [PII], how many claims do you have in total today?
[CUSTOMER][NEUTRAL] I'm having only one claims.
[AGENT][NEUTRAL] OK, and may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you for that. And [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, member ID is 02520891.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Member's name is [PII] and the last name is [PII]
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And may I have the date of service for the claim you like me to check on?
[CUSTOMER][NEUTRAL] Yes, and the date of service is [PII] 24 total bill amount of $476.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the name of the provider's office on the claim?
[CUSTOMER][NEUTRAL] Sure. My name uh office name is Smith Dental Care Anderson and the dentist's name is [PII].
[AGENT][NEUTRAL] What is the tax ID?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for that. And I am showing that we received the claim on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The claim number is 354-7147.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And on [PII], we paid out on the claim to the provider a single check in the amount of $154154. I'm sorry.
[CUSTOMER][NEUTRAL] It's 154?
[AGENT][NEUTRAL] Yes, $154. Did you need the check information?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, so the check number is 202.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 2306.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it was issued on [PII]. Um, it was sent to [PII].
[CUSTOMER][POSITIVE] Sure, thank you so much. And the check is still outstanding, is that correct?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] Mhm thank you so much for the information and can I have the reference number for this call?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name and today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Mhm thank you so much and uh have a good day bye bye.
[AGENT][POSITIVE] You also, thanks for calling APL. Bye bye.