AccountId: 011433970860
ContactId: 7278ce1c-635c-4932-a071-0cbceda76c1a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202509 ms
Total Talk Time (AGENT): 62878 ms
Total Talk Time (CUSTOMER): 70013 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/7278ce1c-635c-4932-a071-0cbceda76c1a_20250506T15:04_UTC.wav
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[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling for claim status please.
[AGENT][POSITIVE] Hi, [PII] I'm happy to check claim status. What's the patient's policy number?
[CUSTOMER][NEUTRAL] And I'm sorry, I didn't catch your name. What was your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Hey [PII], um, my, the, um, policy number is 655140604.
[AGENT][NEUTRAL] Alright, let me try that. Give me just a moment here.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] What's the patient's first and last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then date of birth?
[CUSTOMER][NEUTRAL] Date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And are we looking for, it's a dental claim, correct?
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] That's correct for data service 217 of 25.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, fill them out.
[CUSTOMER][NEUTRAL] 244.
[AGENT][NEUTRAL] I just always double check cause sometimes.
[AGENT][NEGATIVE] They'll give the wrong policy number.
[CUSTOMER][NEUTRAL] You can.
[AGENT][NEUTRAL] Alright, so I'm not showing anything on file data service 2-1725.
[CUSTOMER][NEUTRAL] Hm, OK, let me just verify we got all the correct information.
[CUSTOMER][NEUTRAL] Alright, let's see, I have [PII] [PII]. I have a group number is 70056.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's um the fee schedule is uh Carrington payer ID I have is 60601.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No.
[AGENT][NEGATIVE] Payer ID is incorrect.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] What's the payer ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] 60801 let's see.
[CUSTOMER][NEUTRAL] Of course that's not one of the ones I have on file.
[CUSTOMER][NEUTRAL] Is there another payer ID that you guys might have?
[AGENT][NEUTRAL] No, that should be the only one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] We have a fax number too. I'm happy to provide if you would like that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, please, what's the fax number?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect. Alright, and can I get a reference number for the call?
[AGENT][NEUTRAL] Absolutely. Call references my name with my last initial in today's date. Initial to my last name is [PII].
[CUSTOMER][POSITIVE] Perfect thank you.
[AGENT][NEUTRAL] You're welcome, [PII].