AccountId: 011433970860
ContactId: 7fd5d328-96e3-4f80-9a16-6dfa7a9854fb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 257040 ms
Total Talk Time (AGENT): 52639 ms
Total Talk Time (CUSTOMER): 96539 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/7fd5d328-96e3-4f80-9a16-6dfa7a9854fb_20250428T17:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from Great Expressions Dental Centers. Would you be able to check on a claim for me for a patient?
[AGENT][NEUTRAL] Of course, [PII]. Do you have the policy number?
[CUSTOMER][NEUTRAL] Uh yes, it's 02477576.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] And then what's a good call back number in case our call gets dropped?
[CUSTOMER][NEUTRAL] I'm at [PII] and that's a direct line.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK, and then patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Patient is [PII] and her birth date is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK and then do you have a data service?
[CUSTOMER][NEUTRAL] Uh, yes, [PII].
[AGENT][NEUTRAL] OK, and the charge amount?
[CUSTOMER][NEUTRAL] Uh, total, let me see, I didn't pull the total. Hold on just one second here.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] 58095109.
[CUSTOMER][NEUTRAL] 09 4539.
[CUSTOMER][NEUTRAL] Um, how about somewhere around $368?
[AGENT][POSITIVE] OK, sounds good.
[AGENT][NEUTRAL] OK, just one moment. I'll try to pull that up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then what provider's office are you calling from?
[CUSTOMER][POSITIVE] Uh, this is Great Expressions Dental centers. Did you need the um office address because we have like 200 offices, so.
[AGENT][NEUTRAL] 00, no, that's OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] I know, you're fine.
[AGENT][NEUTRAL] See.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So I'm not seeing a claim on file for that date of service.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] It's just a cleaning so I was thinking you probably didn't get it or somehow it got mislaid or misrouted or something. Do you accept electronic claims or do I need to send paper?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, so we accept claims through fax or our mailing address.
[CUSTOMER][NEUTRAL] OK, fax or mail. Well, that's probably why it didn't go then because our clearing house probably didn't send it or who knows what happened. Could I just confirm your post office box that we have on file?
[AGENT][NEUTRAL] Yes.
[AGENT][NEGATIVE] Oh no.
[AGENT][NEUTRAL] Yeah, of course.
[CUSTOMER][NEUTRAL] I have [PII].
[AGENT][POSITIVE] Yes, ma'am. That's correct.
[CUSTOMER][POSITIVE] OK perfect I'll go ahead and get a claim out to you thank you very much for your time.
[AGENT][POSITIVE] OK, sounds good. Yeah, you're welcome. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's all I needed thank you so much.
[AGENT][POSITIVE] OK, yeah, of course. Thanks for calling UPL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] OK, bye.