AccountId: 011433970860
ContactId: 56730bc3-ad9e-47c0-84ef-178b13ddbe23
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198460 ms
Total Talk Time (AGENT): 76664 ms
Total Talk Time (CUSTOMER): 70426 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/56730bc3-ad9e-47c0-84ef-178b13ddbe23_20250509T19:40_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from a dental office regarding status of an old claim.
[AGENT][POSITIVE] OK, sure, I can assist you with claims Miss [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] OK, thank you. May I have the name of the facility you're calling from from my notes?
[CUSTOMER][NEUTRAL] Sure Ashford dental Sherman Oaks.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Sure I've got 1690735.
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[AGENT][NEUTRAL] Thank you and what is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] It's [PII] and it's $161.
[AGENT][NEUTRAL] OK, Miss [PII], that was [PII]. OK, let's see.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And this is for dental, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, Miss [PII], there is no claims on file for this member.
[CUSTOMER][NEUTRAL] Hm, OK, so I know um we've called in the past and we spoke to [PII] and she told us.
[CUSTOMER][NEUTRAL] To send it I guess we corrected the the mailing address and then uh filed electronically that was in April. What is the timely filing for this?
[AGENT][NEUTRAL] There's no family filing limits.
[CUSTOMER][NEUTRAL] OK, so do you have any other way other than electronically to get it to you, um, maybe email or fax or anything?
[AGENT][NEUTRAL] Yes, you can either fax it, mail it, or if um you register online, you can um upload it online. Um, the fax number, let me know when you, OK, yeah.
[CUSTOMER][POSITIVE] Let's do the fact, yeah.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] OK, that is 1877.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect. Attention anyone specific?
[AGENT][NEUTRAL] Claims Department.
[CUSTOMER][POSITIVE] Claims department perfect. OK, I'm gonna send this over right away. Is there a reference number for this call?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's state if you will. Do you need the spelling of my name or any other information, Miss [PII]?
[CUSTOMER][POSITIVE] Uh, no, I think we're good, thank you. Um, that's it. Have a great day.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome. You as well, and thank you for calling APR. Have a good weekend, Miss [PII].
[CUSTOMER][POSITIVE] Bye-bye. You too.
[AGENT][POSITIVE] Thank you. Bye-bye.