AccountId: 011433970860
ContactId: 7151de9f-82ec-437b-be28-745ae753faf3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190240 ms
Total Talk Time (AGENT): 72340 ms
Total Talk Time (CUSTOMER): 56550 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/7151de9f-82ec-437b-be28-745ae753faf3_20250206T20:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good evening. This is [PII]. I'm calling from the provider's office. Can you please help me with the patient's dental claim?
[AGENT][NEUTRAL] Yes, I can check on the claim for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yes, ma'am. It is [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am. It is 238-798-0.
[AGENT][NEUTRAL] OK, thank you and then what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] All right, thank you for verifying that, [PII]. And what was the date of service for this claim?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, do you have that bill amount?
[CUSTOMER][NEUTRAL] Yes, it was uh
[CUSTOMER][NEUTRAL] 343 1.
[AGENT][NEUTRAL] 3,431.
[CUSTOMER][NEUTRAL] 3,431, yeah.
[AGENT][NEUTRAL] Got it. OK, thank you. One moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what was the name of the provider, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I do believe I've found this claim. Bear with me just a moment.
[AGENT][NEUTRAL] OK, so yes, we did receive this claim. Uh, does it look like any of the procedures on this claim are going to be covered under [PII]'s policy.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] OK, none of the procedures are covered. Can you, uh, do you mind just telling me what procedures I sent?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Which I'm sorry, could you repeat that?
[CUSTOMER][NEUTRAL] Do you have the list of the procedures on file?
[AGENT][NEUTRAL] Yeah, uh, the covered procedures.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I do. Would you like me to send?
[CUSTOMER][NEGATIVE] No, the ones that were denied.
[AGENT][NEUTRAL] Oh, yes, yes, um, did you need those procedures? I can give them to you.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, so the ones that denied that was uh 6010.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And 6104.
[AGENT][NEUTRAL] And 7210.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Awesome. Well, thank you so much. That is all the information that I needed.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, there wasn't anything else I could help you with?
[CUSTOMER][POSITIVE] No, ma'am. Thank you. You have a great day ahead. Bye-bye.
[AGENT][POSITIVE] Alright, yes, thanks for calling APL. You too. Bye-bye.