AccountId: 011433970860
ContactId: 7954c13e-3cb5-4732-8185-38a43df8e3b5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176619 ms
Total Talk Time (AGENT): 68220 ms
Total Talk Time (CUSTOMER): 73861 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/7954c13e-3cb5-4732-8185-38a43df8e3b5_20250226T22:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm giving you a call from the provider's office. Um, what's with dental mass, Doctor [PII]. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] Good thank you.
[CUSTOMER][NEUTRAL] And I was calling you guys to check on the status of a claim for patients.
[AGENT][NEUTRAL] OK, we can absolutely check on a claim for you today do you have the uh policy number?
[CUSTOMER][NEUTRAL] Uh, yeah, I believe so. Um, I have a group number it says 70019 or do you need like her subscriber ID number?
[AGENT][NEUTRAL] Yeah, like her ID number.
[CUSTOMER][NEUTRAL] OK, I have a 02576121.
[AGENT][NEUTRAL] OK, let me pull that up here.
[AGENT][NEUTRAL] And then if I can get the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], uh, [PII].
[AGENT][NEUTRAL] OK. And then what's the date of service?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK. And the bill amount?
[CUSTOMER][NEUTRAL] Uh, let me see what it says.
[CUSTOMER][NEUTRAL] Uh, $333.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, so looks like we did receive a claim on [PII]. Uh, the members insurance comes through a staffing agency and we're awaiting eligibility from them. So at this time, it looks like um we're just awaiting to hear back from them and that was processed yesterday.
[CUSTOMER][NEUTRAL] Oh, OK, got you. So that was you said process yesterday and then normally how long does it take before you guys, I guess, hear from her, I guess, employer to see if she's eligible.
[AGENT][POSITIVE] Yeah, yeah, we should hear something hopefully um in a few days, so I would give a call, what is today? Wednesday, um, either by Friday or the beginning of next week we should hopefully have something on it.
[CUSTOMER][NEUTRAL] Oh, OK, so you mean by this Friday or next Friday, sorry.
[AGENT][NEUTRAL] Oh no, I meant by this Friday, hopefully.
[CUSTOMER][POSITIVE] Oh, OK, got you. OK, perfect. And I believe that was it. Thank you so much, [PII], for your help. You have a great day.
[AGENT][POSITIVE] You too take care bye bye.
[CUSTOMER][POSITIVE] You too thanks bye.