AccountId: 011433970860
ContactId: 86964a69-f9f7-4818-855d-ef7d76883360
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 319600 ms
Total Talk Time (AGENT): 130099 ms
Total Talk Time (CUSTOMER): 87039 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/86964a69-f9f7-4818-855d-ef7d76883360_20250424T20:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um,
[CUSTOMER][NEUTRAL] My name is [PII] and I am calling from a provider's office about um some claims for one of our patients.
[AGENT][NEUTRAL] OK, I'm happy to check on some claims. Do you have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, um, the number is
[CUSTOMER][NEUTRAL] 02365851
[AGENT][POSITIVE] All right, thank you so much. Let me pull that up. And do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you for that. And then what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII], [PII].
[AGENT][NEUTRAL] Thank you and then data service?
[CUSTOMER][NEUTRAL] Uh, the first one is for [PII] for the submitted amount of $240 under [PII].
[AGENT][NEUTRAL] OK, let's take a look here.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I apologize. Are you calling from a medical office or a dental office?
[CUSTOMER][NEUTRAL] Dental office.
[AGENT][NEUTRAL] OK, I just want to make sure I was on the right one. I wasn't.
[CUSTOMER][NEUTRAL] Yes, dental.
[AGENT][NEUTRAL] OK, I was like I wasn't even paying attention at first. I'm like, uh.
[AGENT][NEUTRAL] Sometimes people will um give dental policies and think it's medical, so.
[AGENT][NEUTRAL] OK, let's 2:40.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so for this state of service of 2724, uh, looks like we did get a claim for that. Looks like claim was received on [PII]. Uh, there was a benefit payment sent to the provider, it looks like in the amount of $84.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Was it a, a paper check or was it through EFT?
[AGENT][NEUTRAL] It looks like it was a single paper check.
[AGENT][NEUTRAL] I can verify the where it was.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, could you provide me with that check number so we could try to locate it, please?
[AGENT][NEUTRAL] Yeah, absolutely. check number is 203.
[AGENT][NEUTRAL] 3471.
[CUSTOMER][NEUTRAL] Um, and was the, um, are you able to tell us it has been cleared?
[AGENT][POSITIVE] It looks like it's still outstanding. Um, it was sent to Kids First Dental at [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Um.
[CUSTOMER][NEUTRAL] And then the next date of service for [PII] is
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] for the submitted amount of $218 on provider [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so we did get a claim for this date of service. It looks like the claim was received on [PII]. Um, looks like claim was denied, stated services were rendered following the termination of coverage, so.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The patient's policy terminated in June on the [PII].
[CUSTOMER][NEUTRAL] OK. Uh, what is the reference number for this call?
[AGENT][NEUTRAL] Call reference is gonna be my name with my last initial, then today's date, my name again is [PII], and then my last initial is [PII].
[CUSTOMER][POSITIVE] OK. Thank you for your help, [PII]. I really appreciate it.
[AGENT][NEUTRAL] You're
[AGENT][POSITIVE] Have a good day. You're welcome.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.