AccountId: 011433970860
ContactId: 7818eb37-5366-4282-ad2a-60edcb4fadb8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 266209 ms
Total Talk Time (AGENT): 136820 ms
Total Talk Time (CUSTOMER): 44039 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/7818eb37-5366-4282-ad2a-60edcb4fadb8_20250218T17:21_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I'm trying to check the claim status for a patient.
[AGENT][POSITIVE] OK, I'll be more than happy to help you with the claim status. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] Yup, it's [PII].
[CUSTOMER][NEUTRAL] Number is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] It's 2,103,620.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the numbers first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And that policy number is 2,106,320?
[CUSTOMER][NEUTRAL] 2,103,620
[AGENT][NEUTRAL] 36. OK, hold on one moment. Sorry about that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, here we go.
[AGENT][NEUTRAL] OK, and thank you so much for verifying. All the information provided is a verification of benefits, not a guarantee of payment. And [PII], may I have the date of service and the total bills?
[CUSTOMER][NEUTRAL] It's [PII], so the amount is $216.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And what is the name of your provider's office?
[CUSTOMER][NEUTRAL] It's Sunrise Family Dental.
[AGENT][NEUTRAL] OK, hold on one moment, 24.
[AGENT][NEUTRAL] OK, so we actually received it first. So the original claim, um, we received on [PII]. 0, we received, oh, we received them both on the same day, OK.
[AGENT][NEUTRAL] So [PII] we received it. That's claim number 355.
[AGENT][NEUTRAL] 55.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 24
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Trying to make sure I gave you the right number of 5. Hold on one moment, 12.
[AGENT][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] And on [PII], we paid out on the claim to the provider.
[AGENT][NEUTRAL] A total of $172.80.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then was that through uh check EFT?
[AGENT][NEUTRAL] It was to check. Um, did you want me to get the checking information for you?
[CUSTOMER][NEUTRAL] Yes, please, I'll take the check number.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK, so it was a single check, check number 2024203.
[AGENT][NEUTRAL] It was issued on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It was sent to [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But I'm showing that it's still outstanding, so I can send this over to our representative and have her check on the check. If it is in fact cleared, then we can provide the copy of the clear check. If not, we can void this and reissue since it's been over 30 days. Actually, hold on, I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. Mhm.
[AGENT][NEUTRAL] Not yet. It's [PII], so [PII] will be 30 days.
[CUSTOMER][NEUTRAL] OK, so check back around that time.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][POSITIVE] Awesome. Alright, sounds good. Can I have a reference number please?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date, and again, my name is [PII] First initials of my last name is [PII].
[CUSTOMER][POSITIVE] Perfect. Alright, thanks, [PII], I appreciate it.
[AGENT][POSITIVE] You also and thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thanks you too bye.
[AGENT][POSITIVE] Thank you. Bye bye.