AccountId: 011433970860
ContactId: 61607aed-3695-4ba0-a0cb-a429617d7957
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 223240 ms
Total Talk Time (AGENT): 65295 ms
Total Talk Time (CUSTOMER): 100548 ms
Interruptions: 4
Overall Sentiment: AGENT=0.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/61607aed-3695-4ba0-a0cb-a429617d7957_20250106T19:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Thank you for calling ATL.
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII]. I'm calling with the provider's office. I was needing help in regards to a dental claim.
[AGENT][NEUTRAL] OK, you said your name is [PII]?
[CUSTOMER][NEUTRAL] OK, you said your name is Yes ma'am.
[AGENT][NEUTRAL] OK, and what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] I have policy 02352601.
[AGENT][NEUTRAL] OK, and what's a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Did you
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes, and then also could I get your name please?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It's [PII] First initial last name is [PII].
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] First initial last name is [PII].
[AGENT][NEUTRAL] And you'll use my name in today's status reference for today's call.
[CUSTOMER][POSITIVE] for today's call. Thank you.
[AGENT][NEUTRAL] And give me a moment to pull up your information, OK?
[CUSTOMER][NEUTRAL] Can you give me a moment to pull up your information OK? Yes, ma'am.
[AGENT][NEUTRAL] And if you can verify the patient's name and date of birth for me?
[CUSTOMER][NEUTRAL] Can you verify the patient's name and date of birth for me? Yes, it's going to be under [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for verifying that information and we're checking a claim for her.
[CUSTOMER][NEUTRAL] Thank you for verifying that information and we're checking a claim for her. Yes, ma'am, it's going to be for data service [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And the amount?
[CUSTOMER][NEUTRAL] And the amount
[CUSTOMER][NEUTRAL] Uh, the amount billed was 535. It's for the filling and the extraction.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] OK, so no payment was made on that claim. The maximum $500 benefit was exhausted.
[CUSTOMER][NEUTRAL] OK, so no payment was made on that claim. The maximum $500 it was exhausted. Oh, OK, OK, so then she was maxed out, OK.
[AGENT][NEUTRAL] In [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, and then, uh, for the 2392, what was the patient's responsibility for that code?
[AGENT][NEUTRAL] We do not determine patients responsibility, uh, the claims are just denied in whole.
[CUSTOMER][NEGATIVE] You not to patient responsibility, uh, the claims are just denied in whole.
[CUSTOMER][NEUTRAL] OK, OK, and then could I get the claim number?
[AGENT][NEUTRAL] Uh-huh, that number is 353.
[AGENT][NEUTRAL] 5653 and you can also check your claim status on the online service center at secured.
[CUSTOMER][NEUTRAL] 66
[CUSTOMER][NEUTRAL] You can also check your status.
[CUSTOMER][NEUTRAL] Like center at [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you can search it by using the claim number provided.
[CUSTOMER][NEUTRAL] We can search for it.
[CUSTOMER][POSITIVE] Alright, thank you so much for all of your help.
[AGENT][POSITIVE] Hey, you're welcome and thank you for calling APL [PII]. Not of questions. Have a wonderful day.
[CUSTOMER][POSITIVE] You're welcome and thank you for calling
[CUSTOMER][POSITIVE] Thank you too bye.