AccountId: 011433970860
ContactId: 88cca600-2bca-4ff1-b635-6a885fb7ed4f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 368420 ms
Total Talk Time (AGENT): 93185 ms
Total Talk Time (CUSTOMER): 160199 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/88cca600-2bca-4ff1-b635-6a885fb7ed4f_20250507T14:48_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. My name is [PII]. I'm calling from a dental provider's office looking to get some information on some claims for a patient.
[AGENT][NEUTRAL] OK, I can verify claim status for you and you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and what is that policy number, please?
[CUSTOMER][NEUTRAL] It's gonna be 01907706.
[AGENT][POSITIVE] Thank you so much, give me one moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, that's gonna be [PII].
[AGENT][NEUTRAL] Thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and you say you're calling about claim status?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Uh, what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] Uh, date of service [PII]. Uh, there's three separate claims for that date. Uh, first charge is gonna be 28125 for a 00150 and a D 0210.
[AGENT][NEUTRAL] OK, and you said there were 3 claims under that same data service?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] 1.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Uh, what were the other charges?
[CUSTOMER][NEUTRAL] Uh, the other one is gonna be $117.50 for a D1110.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Then the final one will be a total of I believe $2,839 and those are gonna be for some D2392 [PII], and [PII] codes.
[AGENT][POSITIVE] OK, thank you, give me one moment.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] in
[AGENT][NEUTRAL] And you're calling from?
[CUSTOMER][NEUTRAL] Uh, dental provider's office.
[AGENT][NEUTRAL] Uh, yes, sir. What's the office name?
[CUSTOMER][NEUTRAL] This
[CUSTOMER][NEUTRAL] Um, I don't know if the office name has changed in the system yet. It might still be under Vibrant Dental Care. Uh, we are in the process of changing the name though, so it may be under Vibrant Dental Care, but it may also be a luxury Dental.
[AGENT][NEUTRAL] Oh OK.
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] OK, um, and I show those claims were processed as service rendered after policy terminated. Um, the policy terminated [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] OK, mm let me see here.
[CUSTOMER][NEUTRAL] The title.
[CUSTOMER][NEUTRAL] Are you
[CUSTOMER][NEUTRAL] Office
[CUSTOMER][NEUTRAL] Oh, got you. Oh, OK.
[CUSTOMER][NEUTRAL] Alright, I'll
[AGENT][NEUTRAL] OK. And is there anything else I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes ma'am, I'm sorry, I'm just looking over this breakdown that we received on [PII], um, saying coverage that is currently active.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Is there a specific reason that might be?
[AGENT][NEUTRAL] I'm not sure why because I don't show they had any, have any other uh active policies with our company.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Because we received this at [PII] on [PII], uh, says the effective date was [PII] coverage status currently active.
[AGENT][NEUTRAL] Well, I'm not sure because I see on that date someone sent a fax back but I don't know why they didn't have that policy term.
[AGENT][NEUTRAL] But the policy has turned on [PII].
[CUSTOMER][NEUTRAL] OK, um, I'm just trying to figure out what happened, uh, because we were under the impression that they were active due to this breakdown, so.
[CUSTOMER][NEUTRAL] Let me see here.
[CUSTOMER][NEUTRAL] OK, I'll go ahead and do a little digging on my end, but you said what was the date that that uh policy termed again please?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Traffic I guess I uh.
[CUSTOMER][POSITIVE] [PII]. OK, thank you so much for your help.
[AGENT][POSITIVE] Alright, you're welcome. Uh thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.