AccountId: 011433970860
ContactId: 608e39a9-4748-4ed6-a571-82039405f64b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 367500 ms
Total Talk Time (AGENT): 122550 ms
Total Talk Time (CUSTOMER): 84870 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/608e39a9-4748-4ed6-a571-82039405f64b_20250417T20:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from a dental office in [PII]. My name is [PII]. I'm just calling on a claim. I'm just wondering what the um status of it is.
[AGENT][NEUTRAL] OK, I can help you with claim status, Ms. [PII]. Um, what is your callback number, ma'am, just in case the call gets disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then can you give me the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII] policy number 00987058.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me look that up real quick.
[AGENT][NEUTRAL] OK and then can you please give me the date of service and the charge amount?
[CUSTOMER][NEUTRAL] Yes, just a sec here.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Sorry, got out of it for a second. OK, so it's from [PII]. Chad amount is $2,935.
[AGENT][POSITIVE] OK, thank you so much. And then what is the name of your dental office?
[CUSTOMER][NEUTRAL] Regis Court Dental Associates.
[AGENT][NEUTRAL] And the doctor's name?
[CUSTOMER][NEUTRAL] Doctor [PII].
[AGENT][NEUTRAL] I'm gonna put you on a quick hold while I look up this claim for you and I will be right back, Miss [PII].
[CUSTOMER][POSITIVE] Sounds great thanks.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] Thank you so much for holding for me.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So looking at uh this claim.
[AGENT][NEUTRAL] On a data service of [PII]. I do have the claim pulled up. The claim number is 3573294.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the claim has a remark on it. The remark is receipt of the reference claim is acknowledged however, in order for us to process this claim, we need the explanation of benefits from the primary carrier.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, how do you want me to get that to you?
[AGENT][NEUTRAL] Uh, we have, uh, you can send it by payer ID number electronically that's 60801.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Can I email it?
[AGENT][NEUTRAL] Uh, we don't accept them by email, but you can fax it.
[CUSTOMER][POSITIVE] Oh, I'll absolutely fax it. Yeah, that'd be better. Um, what's what's the fax number?
[AGENT][NEUTRAL] OK, it's
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][POSITIVE] Perfect, um, with the claim number attached?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Referencing anyone or uh attention anyone?
[AGENT][NEUTRAL] Just claims department.
[CUSTOMER][NEUTRAL] OK, sounds good and then can I just confirm the claim number?
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] It's 35
[CUSTOMER][NEUTRAL] 357.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Oh sorry.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] 3573294
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK perfect well thank you for your help and then I will get that faxed over. Do I need to like send the the claim with it at all or just the EOB?
[AGENT][NEUTRAL] Uh, just the EOB, uh, like since you're referencing the number, that'll be fine.
[CUSTOMER][POSITIVE] OK, that sounds good thanks so much.
[AGENT][POSITIVE] You're very welcome, Miss [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No, that's all thank you.
[AGENT][POSITIVE] OK, well, you have a happy [PII] and thank you for calling APL.
[CUSTOMER][POSITIVE] Yes, same to you thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.