AccountId: 011433970860
ContactId: 75b107e5-f77b-4166-8e4a-01a4499487df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 296839 ms
Total Talk Time (AGENT): 111790 ms
Total Talk Time (CUSTOMER): 75825 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/75b107e5-f77b-4166-8e4a-01a4499487df_20250523T22:05_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling AP speaking. May I help you?
[CUSTOMER][NEUTRAL] Oh hello, I was hoping to follow up on a dental claim for a patient.
[AGENT][NEUTRAL] OK, I can verify claim status for you and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And Ms. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] Uh, yes, that's gonna be 024-91138.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, it's gonna be [PII].
[AGENT][NEUTRAL] Thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, and what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] Um, it was for [PII] for $90.
[AGENT][POSITIVE] OK, thank you, give me one moment please.
[AGENT][NEUTRAL] Uh, was this for periodontal scaling?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And what's the name of the provider's office?
[CUSTOMER][NEUTRAL] Um, provider's office, our name is 8 to 8 Dental.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] I'm showing that claim process is not covered. Uh, this policy does not provide benefits for any procedure or service not listed in the schedule is covered.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me see what Hyde Park it has.
[AGENT][NEUTRAL] Yeah, well, his type policy doesn't cover any major services.
[CUSTOMER][NEUTRAL] Got you. OK, um, is there, uh, an EOB letter on file at all?
[AGENT][NEUTRAL] Uh, yes, ma'am. It was sent on [PII], uh, but we do have an online service center where providers can check claim status as well as print out the EOB.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] And that site is at [PII].
[CUSTOMER][NEUTRAL] You said the first word was [PII]?
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] OK, nothing is popping up for that address. Let me try a different browser.
[AGENT][NEUTRAL] What browser are you using?
[CUSTOMER][NEUTRAL] Um, I just tried Chrome.
[AGENT][NEUTRAL] So to.
[CUSTOMER][NEUTRAL] And then I just tried Microsoft.
[CUSTOMER][NEGATIVE] Site, it just keeps saying both of them just say this site can't be reached.
[AGENT][NEUTRAL] And are you doing [PII]?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Well, I know they're changing the site so that could be it. Give me one moment let me see if I can get on there.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] Oh, what's today? Well, it's not to the [PII].
[AGENT][NEUTRAL] Can you do it [PII].
[AGENT][NEUTRAL] OK. What's your fax number I can fax this to you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, OK, uh, fax number is [PII].
[AGENT][POSITIVE] OK, thank you. And is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Uh, no, that is it.
[AGENT][NEUTRAL] OK, well, I thank you for calling APL. This is [PII]. May I help you?
[AGENT][POSITIVE] Oh, uh-huh, thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] That's all thanks again.
[AGENT][NEUTRAL] Uh.