AccountId: 011433970860
ContactId: 6e16b660-f400-46fc-82ff-82f6a67c568b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 486920 ms
Total Talk Time (AGENT): 158842 ms
Total Talk Time (CUSTOMER): 126182 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/6e16b660-f400-46fc-82ff-82f6a67c568b_20250501T17:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, is it [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh [PII], I'm sorry, you're breaking up. Hey [PII], I'm calling to get client status for a patient please.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, I can help you with claim status. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] My name is [PII]. My callback number is [PII]. I'm sorry [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Policy number 655140604. Date of birth is [PII].
[AGENT][NEUTRAL] OK, let me pull up that policy real quick.
[AGENT][NEUTRAL] OK, can you repeat the policy number for me one more time? I think I got it incorrect.
[CUSTOMER][NEUTRAL] 655140604
[AGENT][NEUTRAL] Yep, I did I missed a 0.
[CUSTOMER][NEUTRAL] It's OK.
[AGENT][NEUTRAL] OK, that policy number is actually not pulling up for me do you have his social and I can pull it in that way?
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] See something.
[CUSTOMER][NEUTRAL] [PII] let me just make sure I'm, I'm giving you.
[AGENT][NEUTRAL] Or do you see another one like an inpatient or an outpatient?
[CUSTOMER][NEUTRAL] [PII] that's what I'm looking for see if I can see anything 65514, um, I think that is a social. Let's try that as a social.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, let me try that.
[CUSTOMER][NEUTRAL] So yeah.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and is this a medical claim?
[AGENT][NEUTRAL] Or dental.
[CUSTOMER][NEUTRAL] Dental.
[AGENT][NEUTRAL] Dental claim, OK.
[AGENT][NEUTRAL] Alright, let me find.
[AGENT][NEUTRAL] His dental policy.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] OK, let me give you the active dental policy number so you have that for future reference.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 259-486-9.
[CUSTOMER][NEUTRAL] Oh, you're breaking up 259. Give me one second. What was it? 2259.
[AGENT][NEUTRAL] And the effective date is oh yeah 259.
[AGENT][NEUTRAL] 2, uh-huh, 486 9.
[AGENT][NEUTRAL] And let me see if I can fix my phone real quick.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, did you get the policy number? The 2594869?
[CUSTOMER][NEUTRAL] 2
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, good.
[AGENT][NEUTRAL] Alright, and then what is the data service for
[CUSTOMER][NEUTRAL] Day of services 2-17-25.
[AGENT][NEUTRAL] And the charge amount?
[CUSTOMER][NEUTRAL] Charge amount is 244.
[AGENT][NEUTRAL] OK, and then what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] North Springs Dental Care.
[CUSTOMER][NEUTRAL] And if not, you may have it under your dental professionals of the Carolinas.
[AGENT][NEUTRAL] OK, I'm gonna put you
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Bless you.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Excuse me for that. OK. I'm gonna put you on a quick hold while I look up this claim for us and I'll be right back, Ms. [PII].
[CUSTOMER][POSITIVE] Perfect that works thank you.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, Ms. [PII], so looking on data service of [PII], I do not find a claim on file for that data service.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you have a fax number we can fax it off to?
[AGENT][NEUTRAL] Yes, ma'am. That fax number is [PII].
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] Anybody's attention?
[AGENT][NEUTRAL] You could just put claims.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, can I get a reference number for the call and then maybe you can help me with one other one?
[AGENT][NEUTRAL] Yes, you can use my name [PII].
[AGENT][NEUTRAL] And today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and the next one I have here, let me know when you're ready for that one.
[AGENT][NEUTRAL] Yeah, let me put my finish my note real quick on this one.
[AGENT][NEUTRAL] It's gonna be just a sec.
[CUSTOMER][NEUTRAL] Of course.
[AGENT][NEUTRAL] OK, and what is the next member's name?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, and what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Or it's actually [PII].
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Yeah and then um the ID number is 661.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that does look like one of our policy numbers.
[AGENT][NEUTRAL] Um, let me see it. Do you have the social on this one and see if he's in here?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh, you know what, it's not even yours. You're right, it's not yours. It it jumped to a different one. I'm sorry, alright, hon.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] That's fine.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'll go ahead and resend that other one thank you so much.
[AGENT][POSITIVE] OK. You're welcome, Ms. [PII]. I hope you have a wonderful day and we thank you for calling APL.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] You as well bye bye.