AccountId: 011433970860
ContactId: 684bfcef-f469-4e13-92ac-cb75c43bf245
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187440 ms
Total Talk Time (AGENT): 66231 ms
Total Talk Time (CUSTOMER): 65548 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/684bfcef-f469-4e13-92ac-cb75c43bf245_20250603T20:53_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is. May I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from a dental office. I'm calling regarding a claim that was submitted recently for one of our patients.
[AGENT][NEUTRAL] OK, I can verify claim status for you and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And how do you pronounce your name?
[CUSTOMER][NEUTRAL] No far.
[AGENT][NEUTRAL] Oh sorry, that's pretty. Um, what is the policy number, please?
[CUSTOMER][POSITIVE] Mhm thank you.
[CUSTOMER][NEUTRAL] 02625526
[AGENT][NEUTRAL] Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, and the date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] [PII] [PII] [PII].
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] Uh, looks like the claim is pending eligibility, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We're waiting for eligibility from benefits in the card. Uh, once that has been received, then the claim will be continuing the processing of the claim.
[CUSTOMER][NEUTRAL] Is that something that we call or the patient calls or how do we get this um claim expedited?
[AGENT][NEUTRAL] Uh, the patient can call benefits and a card or VIC.
[AGENT][NEUTRAL] And then they can send us information showing that the patient was eligible for the data service.
[CUSTOMER][NEUTRAL] OK, so I should call them as well, right? What is their phone number? The [PII]?
[AGENT][NEUTRAL] You can.
[AGENT][NEUTRAL] Uh, yes.
[CUSTOMER][NEUTRAL] OK, so as soon as they send over the eligibility then that claim can be processed.
[AGENT][NEUTRAL] Uh, yes, ma'am.
[CUSTOMER][NEUTRAL] OK, can I get um a name and a reference number please for this call? I'm going to be calling the patient as well.
[AGENT][NEUTRAL] Uh, my name is [PII], and you can use my name at today's date as reference.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII] 060325.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Sure. Yes, ma'am.
[CUSTOMER][POSITIVE] OK, thank you so much [PII].
[AGENT][POSITIVE] Oh, you're welcome and thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.