AccountId: 011433970860
ContactId: 588ee754-1ac5-4b65-9c3b-444484af9b20
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 250759 ms
Total Talk Time (AGENT): 123685 ms
Total Talk Time (CUSTOMER): 102373 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/588ee754-1ac5-4b65-9c3b-444484af9b20_20250204T13:54_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] Hey [PII], how are you?
[AGENT][POSITIVE] I'm doing good. How are you?
[CUSTOMER][POSITIVE] I'm doing well. I'm calling to make sure you guys received the claim I sent for a patient.
[AGENT][NEUTRAL] OK, I can definitely check and see if the claim has been received. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, my name is [PII]. Number is [PII].
[AGENT][NEUTRAL] Thank you for that. And [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] 1303312.
[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] Sure, it's [PII]. Date of birth [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] [PII].
[CUSTOMER][NEUTRAL] that one ma'am OK.
[AGENT][NEUTRAL] So I'm actually not showing any claims on file for [PII]. Um, hold on one second. This is a disability claim or a medical claim?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hm, OK.
[CUSTOMER][NEUTRAL] Not dental, it's a dental.
[AGENT][NEUTRAL] OK, hold on, because this is their disability policy. Hold on one second.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Let me see. You said dental.
[CUSTOMER][NEGATIVE] I should have made that clear.
[AGENT][NEUTRAL] Uh, what's OK, hold on one second. So their dental policy number is 130.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 3314.
[CUSTOMER][NEUTRAL] Oh, it's it's even that may be it.
[CUSTOMER][NEUTRAL] I wonder, I mean, we've gotten payment before, but that's interesting, OK.
[AGENT][NEUTRAL] But let me check and see if it's a claim though.
[CUSTOMER][NEUTRAL] I'll go ahead and fix that right now.
[AGENT][NEUTRAL] OK, you said the data service was 11.
[CUSTOMER][NEUTRAL] 11:13.
[AGENT][NEUTRAL] Alright, this is dental. Hold on one second.
[CUSTOMER][NEUTRAL] So 1303314 1302314.
[AGENT][NEUTRAL] OK, here we go. So we do have a claim on file. Let me see if this one is for you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] And that is for [PII], yeah. Mhm.
[AGENT][NEUTRAL] 897. And what's the name of your provider's office?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's the total bill for the claim?
[CUSTOMER][NEUTRAL] It is for 366.
[AGENT][NEUTRAL] OK, this is it.
[CUSTOMER][POSITIVE] Oh awesome.
[AGENT][NEUTRAL] Again, just for the call, all the information provided is a verification of benefits, not a guarantee of payment. So I am showing we received it on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that claim number is 355.
[AGENT][NEUTRAL] 889 7.
[CUSTOMER][NEUTRAL] 889 7.
[AGENT][NEUTRAL] And on [PII], we paid out on the claim a total of $274 to the provider.
[CUSTOMER][NEUTRAL] 274. When was it paid?
[AGENT][NEUTRAL] It was paid [PII]. You finished processing.
[CUSTOMER][NEUTRAL] Oh wow. OK, so is that, was that mailed?
[AGENT][NEUTRAL] Yes, it was male. It was a male single check. Um, I have the check number, but I doubt you got it. It's from, it's coming from [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Oh, so I'm probably, it's probably too soon because if it was, it was just it was just processed perfect.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Awesome. Well, I'm sure I will get it soon. I really appreciate that. Thank you so very much, [PII].
[AGENT][NEUTRAL] You're welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, if I can get a reference number to this call, that would be great.
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name. Um, the first initial to my last name is [PII], and then yes, today's date.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] And the date.
[CUSTOMER][POSITIVE] Thank you [PII], I appreciate it.
[AGENT][POSITIVE] You're welcome, [PII]. Have a great weekend and thanks for calling APL.
[CUSTOMER][NEUTRAL] You as well bye bye. So I.
[AGENT][POSITIVE] Thank you. Bye bye.