AccountId: 011433970860
ContactId: 6b97537b-264a-4088-b985-871816c1c8e9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 323660 ms
Total Talk Time (AGENT): 59675 ms
Total Talk Time (CUSTOMER): 161958 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/6b97537b-264a-4088-b985-871816c1c8e9_20250625T20:40_UTC.wav
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[CUSTOMER][NEUTRAL] You know
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from a dental office. Um, I was calling I was following up on a claim for a patient.
[AGENT][NEUTRAL] OK, I'm happy to check on a claim. Do we have their uh policy number?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] I do, um, I'm so sorry if you don't mind bearing with me just for a moment.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] One
[CUSTOMER][NEUTRAL] Here here.
[CUSTOMER][NEUTRAL] One.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then [PII], do you have um your insurance card with you and then photo ID? If not, photo ID would work.
[CUSTOMER][NEUTRAL] Did we get, yeah, yeah, uh, let me see here if you can, you can actually do text it to us, alright, and then I can upload it in our system.
[CUSTOMER][NEUTRAL] And then if you have a photo ID.
[CUSTOMER][POSITIVE] That's OK. That'll work.
[CUSTOMER][POSITIVE] Perfect, that, that's we'll, we'll do that for.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I'll
[CUSTOMER][POSITIVE] Beautiful here you go, yeah, that's perfect. You can send it that way, thank you.
[CUSTOMER][POSITIVE] OK, I'm so sorry about that. Let me see here. I, uh, and let's go here.
[CUSTOMER][NEUTRAL] And where is [PII]? [PII].
[CUSTOMER][NEGATIVE] Oh this computer is slow too.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Oh my gosh.
[CUSTOMER][NEGATIVE] Oh jeez.
[CUSTOMER][NEUTRAL] So I end up, I was walking by and then I end up on somebody else's computer so right now I'm trying to pull it up and I'm like, oh this is not mine. Alright, here he goes, the ID number is 026.
[CUSTOMER][NEUTRAL] 06086.
[CUSTOMER][NEUTRAL] Let me
[AGENT][NEUTRAL] All right. And then a patient's date of birth?
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII].
[CUSTOMER][NEUTRAL] OK, um, I am.
[AGENT][NEUTRAL] What's the data service?
[CUSTOMER][NEUTRAL] Can I call you right back?
[CUSTOMER][NEUTRAL] The date of service [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] me
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I think I'm going to get on the line.
[CUSTOMER][NEUTRAL] OK, I'm almost done. How about um.
[AGENT][NEUTRAL] OK. So it looks like we did get a claim on [PII] and then it looks like it was processed [PII]. It looks like we're awaiting information for eligibility. The patient has a plan through a staffing agency and so we sent a request to verify eligibility to them and we're awaiting that.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, from the like from.
[CUSTOMER][NEUTRAL] Uh, I'm sorry, who are you waiting for eligibility from, from the employer?
[AGENT][NEUTRAL] From the from the employer. Mhm.
[CUSTOMER][NEUTRAL] OK, and then when did you send that request to them so I can kind of follow up with [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So that would have been sent shortly after it was processed. Let me get a date here.
[AGENT][NEUTRAL] So that was sent out on [PII], it looks like.
[CUSTOMER][NEUTRAL] [PII]. OK, maybe just write this one here.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 65 sent request to employer verifying.
[CUSTOMER][NEUTRAL] Eligibility.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK perfect thank you so much that's everything I needed.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][POSITIVE] Alright thank you you too bye.
[AGENT][NEUTRAL] Uh-huh. Bye-bye.