AccountId: 011433970860
ContactId: 8af8ca8e-de52-4090-9a99-9057cebf8caa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 468250 ms
Total Talk Time (AGENT): 159399 ms
Total Talk Time (CUSTOMER): 156469 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/8af8ca8e-de52-4090-9a99-9057cebf8caa_20250624T18:01_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider office. I want to check the claim status.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and the call back is [PII].
[AGENT][NEUTRAL] I could barely hear you. Could you repeat the spelling of your name and a callback number, please?
[CUSTOMER][NEUTRAL] Yes, it's [PII]. Last initial is [PII], and the callback is [PII].
[AGENT][NEUTRAL] OK, so I didn't hear you so I have to type this in if you don't mind, could you say it slower and provide it to me again? It'd be greatly appreciated.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello, my name is [PII] Can you hear me, ma'am?
[AGENT][NEUTRAL] And the callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Can I have the policy number of the member that you're calling about today, [PII]?
[CUSTOMER][NEUTRAL] Yeah, it's 02486015.
[AGENT][NEUTRAL] Could you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] Sure. The patient's first name is [PII] and the last name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] You're calling about dental benefits?
[CUSTOMER][NEUTRAL] Uh, yes, the card, uh, can status.
[AGENT][NEUTRAL] For the date of service of what date?
[CUSTOMER][NEUTRAL] Yes, the date of service is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I'm not showing a claim on file for [PII].
[CUSTOMER][NEUTRAL] OK. You don't pull up any account?
[AGENT][NEUTRAL] No, I'm not pulling up a claim for [PII].
[CUSTOMER][NEUTRAL] OK, no problem, ma'am. Uh, there is uh one more claim.
[AGENT][NEUTRAL] And what is that date of service for [PII]?
[CUSTOMER][NEUTRAL] Yes, the data service is uh [PII].
[AGENT][NEUTRAL] There's no claim on file for [PII] either.
[AGENT][NEUTRAL] Could you verify the billing address, the mailing address where you guys are submitting these claims to, I need to make sure that you have the correct.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] Claims address?
[CUSTOMER][NEUTRAL] Yes, that.
[CUSTOMER][NEUTRAL] Yes, the mailing address is [PII].
[CUSTOMER][NEUTRAL] Egan status MN EMC is [PII].
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Give me one moment, let me verify that doesn't sound right.
[AGENT][NEUTRAL] So the billing address to submit a claim.
[CUSTOMER][NEUTRAL] Yes, the billing address is
[CUSTOMER][NEUTRAL] [PII] and the ZIP is [PII].
[AGENT][NEUTRAL] No, that's not correct, so the billing address to submit a claim is [PII].
[AGENT][NEUTRAL] [PII]. [PII].
[CUSTOMER][NEUTRAL] Yes, the [PII].
[CUSTOMER][NEUTRAL] It's [PII], right, ma'am?
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] It's a dental plan, ma'am or uh medical plan?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] This is for dental.
[CUSTOMER][NEUTRAL] OK, ma'am. There is a medical plan.
[CUSTOMER][NEGATIVE] There is no rental plan.
[AGENT][NEUTRAL] So I asked you was this is a medical plan or a dental policy, a dental claim that you were calling about? When we beginning the beginning in the beginning of the call, I, I expressed to you this was a dental policy. Are you calling about a dental claim and you stated yes you were. So are you calling about a dental claim or a medical claim, Ali?
[CUSTOMER][NEUTRAL] It's a medical plan, ma'am.
[AGENT][NEUTRAL] So you gave me a dental policy number.
[CUSTOMER][NEUTRAL] OK. It's the dental policy number, ma'am?
[AGENT][NEUTRAL] Yes, that you provided me with. That is a dental policy number.
[CUSTOMER][NEUTRAL] We have to submit this on 2,248,950 PO box, right, ma'am?
[AGENT][NEUTRAL] No, that is, so there still is no claim on file for the medical policy either.
[CUSTOMER][POSITIVE] OK. Got it. Thank you so much, ma'am, for your assistance. Have a nice day with the rest of today.
[AGENT][NEUTRAL] And let me give you the correct policy number for medical benefits and medical claims because the policy number that you provided is for dental.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. Will you please provide me, ma'am?
[AGENT][NEUTRAL] It is 248-6010. That's 2,486,010 for future reference, medical claims go under this policy number 2,486,010.
[CUSTOMER][NEUTRAL] OK, got it, ma'am. Can you please provide me the payer ID, ma'am?
[AGENT][NEUTRAL] Give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] Well, it's uh uh medical plan uh pay ID number. Yes, ma'am?
[AGENT][NEUTRAL] 60801 60801.
[CUSTOMER][NEUTRAL] It's a uh medical plan pay ID number, ma'am?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. And what's the uh correct uh mailing address [PII]?
[AGENT][NEUTRAL] The address that I provided you with.
[CUSTOMER][NEUTRAL] [PII]. Correct, ma'am?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK. Thank you so much, ma'am. Uh, can you please uh provide me the call reference number, ma'am?
[AGENT][NEUTRAL] We don't provide those Ali, but however, you can use my name in today's date as a reference.
[CUSTOMER][NEUTRAL] OK. Can you please spell your name?
[AGENT][NEUTRAL] [PII] and today's date as a reference.
[CUSTOMER][POSITIVE] OK. Thank you so much, ma'am, for your assistance. Have a nice day with the rest of the day.
[AGENT][POSITIVE] Thanks for calling APL. Have a good day. Bye.