AccountId: 011433970860
ContactId: 6c4a87ef-7f85-424b-8512-27af70b95201
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 301880 ms
Total Talk Time (AGENT): 92853 ms
Total Talk Time (CUSTOMER): 78588 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/6c4a87ef-7f85-424b-8512-27af70b95201_20250303T17:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Forward Dental West Dallas. I was just calling to follow up on a claim status.
[AGENT][NEUTRAL] OK, I can help you with claim status, Ms. [PII]. What is your callback number just in case your call is disconnected?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Um, the phone number is [PII].
[AGENT][POSITIVE] Thank you and can you give me the name of your facility one more time, please?
[CUSTOMER][NEUTRAL] Yes, forwardden to West Dallas.
[AGENT][NEUTRAL] OK, Ms. [PII].
[AGENT][NEUTRAL] And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] The name is [PII] and the date of birth is [PII].
[CUSTOMER][NEUTRAL] And the um policy number is 02097908.
[AGENT][NEUTRAL] OK, let me look up that policy real quick.
[AGENT][NEUTRAL] OK, and then what is the date of service for [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] sorry I can't.
[AGENT][NEUTRAL] That's OK and the charge amount?
[CUSTOMER][NEUTRAL] Um, 277.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I look up this claim for you and I'll be right back.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Hi, thank you so much, [PII]. um, what is the name of the um dentist, his, his name?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. OK, I do have the claim pulled up. The claim number is 3562388.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And the claim is pended right now because we are 356.
[CUSTOMER][NEUTRAL] Um, what number, sorry?
[AGENT][NEUTRAL] 2388.
[CUSTOMER][NEUTRAL] OK, and you said the claim is pending?
[AGENT][NEUTRAL] Yes, we are waiting for eligibility from benefits in the car for this patient, so they'll check it every single day to see if the patient is eligible and once the patient is eligible, they'll reprocess the claim automatically.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] And was the number you gave me was that a reference number?
[AGENT][NEUTRAL] No ma'am, I can give you a reference number it's.
[CUSTOMER][NEUTRAL] Or was it the claim number?
[AGENT][NEUTRAL] That was the claim number.
[CUSTOMER][NEUTRAL] OK, sorry, it's because um you kept cutting off um let me just write it down because I couldn't hear you at first.
[AGENT][POSITIVE] Oh, I'm sorry.
[CUSTOMER][NEUTRAL] OK, and then I'm ready for the reference number whenever you're ready, please.
[AGENT][NEUTRAL] You can use my name it's [PII] and today's date.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're so welcome, [PII]. I hope you have a good rest of your weekend. Thank you for calling APL.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.