AccountId: 011433970860
ContactId: 813f5345-37ec-4fce-ab34-5408470503a2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 245679 ms
Total Talk Time (AGENT): 100600 ms
Total Talk Time (CUSTOMER): 80901 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/813f5345-37ec-4fce-ab34-5408470503a2_20250415T22:44_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from a provider's office. I'm calling to check claim status, please.
[AGENT][NEUTRAL] Sure, I could check on a claim for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] OK, thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] 1237 011.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that and what was the date of service for this claim?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK and then did you have that uh bill amount?
[CUSTOMER][NEUTRAL] Uh, 402, we got paid for the per maintenance and the crown, but not for the exam and X-rays.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, what were those codes if you don't mind?
[CUSTOMER][NEUTRAL] Uh, 120, excuse me, 0120.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 02740220 and 0230.
[AGENT][POSITIVE] OK, thank you so much for that one moment please.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I'm sorry, uh, [PII], what was the name of this provider's office?
[CUSTOMER][NEUTRAL] It's Talamani Dental Corporation.
[AGENT][NEUTRAL] OK, um, so I did find a claim for the state of service from y'all, uh, however, it's only listing, um, procedure 2740.
[AGENT][NEUTRAL] I don't see any of the others uh listed.
[CUSTOMER][NEUTRAL] Really?
[AGENT][NEUTRAL] OK, well we did receive a separate one, excuse me, and that was 4910. OK, so.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] For, uh,
[AGENT][NEGATIVE] I don't even think that's one that you gave me.
[CUSTOMER][NEUTRAL] Um, OK, I'll go ahead and resend it. Do I put correct the claim or do I just send it?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] It doesn't look like we've received those other ones at all, um, so you could just send over the actual claim information.
[CUSTOMER][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, is there a way I could fax it?
[AGENT][POSITIVE] Absolutely let me know when you're ready for that fax number.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] That is 877.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK, and they just put attention to you or just claims department?
[AGENT][NEUTRAL] Uh, claims department.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I'll go ahead and send that right away, but like I said, do I put correct the claim or just send it as a new claim?
[AGENT][NEUTRAL] I would send it as a new claim um if of course they have the same procedure codes that we had already paid on those themselves would just register as a duplicate so that's not a big deal um but we don't have any of those other claims, so that is perfectly fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so, OK, so I'll go ahead and do that right now. Thank you so much, [PII]. Can I get a reference number please for this call?
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Sure, that would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] last initial is [PII], was there anything else I could help you with?
[CUSTOMER][POSITIVE] That's it. Thank you so much.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You do the same bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.