AccountId: 011433970860
ContactId: 8d30132b-f0f6-470c-aa14-aa0e9385db86
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 600469 ms
Total Talk Time (AGENT): 148163 ms
Total Talk Time (CUSTOMER): 119145 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/8d30132b-f0f6-470c-aa14-aa0e9385db86_20250416T20:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh, hi. Um, good afternoon. By the way, my name is [PII] from provider's office. I'm checking for claim status.
[AGENT][POSITIVE] OK [PII], I can help you with claim status sir. Can I please get your call back number just in case the call gets dropped I'll be able to call you right back.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, sir. And then, what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Patient's name is.
[CUSTOMER][NEUTRAL] [PII] uh ID number 02539241. The name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, let me pull up that policy real quick.
[AGENT][NEUTRAL] OK, I have [PII] pulled up. May I please get the date of service and the charge amount?
[CUSTOMER][NEUTRAL] Date of service for that claim is
[CUSTOMER][NEUTRAL] Old.
[CUSTOMER][NEUTRAL] Um, [PII] the charge amount is 401.72.
[AGENT][NEUTRAL] OK, that's $401.72.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] 401.72.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, alright, and what is the name of the provider you're calling for?
[CUSTOMER][NEUTRAL] I'm Doctor [PII].
[AGENT][NEUTRAL] Doctor [PII].
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold, [PII], while I look up this claim for us and I'll be right back sir.
[CUSTOMER][NEUTRAL] True.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mm
[AGENT][NEGATIVE] Oh, no, no, no, no, no, no, no, no, no.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi there, [PII]. This is [PII]. Is there another name for the facility besides the doctor's name?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, Pinaco Peak Dental Center.
[AGENT][NEUTRAL] OK, thank you, sir. I appreciate that. OK, I do find the claim. The claim number is 357.
[AGENT][NEUTRAL] 377 8.
[AGENT][NEUTRAL] The claim was paid.
[AGENT][NEUTRAL] $327.84.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] With check number 2031837.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And let me see if that check is still outstanding or not.
[CUSTOMER][NEUTRAL] Uh, when did you guys send the check?
[AGENT][NEUTRAL] We sent the check on [PII].
[CUSTOMER][NEUTRAL] Can you please double check if the check is still outstanding?
[AGENT][POSITIVE] It is outstanding.
[CUSTOMER][POSITIVE] Still outstanding, right?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, is there any possible that um, um, can you send a copy of EOB through fax?
[AGENT][NEUTRAL] Yes sir, what is your fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold again [PII] while I get this fax ready and I'll be right back sir.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Come on.
[AGENT][POSITIVE] Thank you for holding for me, [PII]. I have that fax on its way to you now.
[CUSTOMER][NEUTRAL] OK, I just wanna ask if, can you double check when did you, uh, where did you guys send the check?
[CUSTOMER][NEUTRAL] Or the mailing address?
[AGENT][NEUTRAL] OK, let me look for you.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] The mailing address is.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, that's correct, [PII].
[CUSTOMER][NEUTRAL] OK, can I have your name please?
[AGENT][NEUTRAL] Yes, sir. My name is [PII]
[CUSTOMER][NEUTRAL] And can I have the reference number?
[AGENT][NEUTRAL] Yes, that would be my name and today's date.
[CUSTOMER][POSITIVE] I got it perfectly Tari. By the way, thank you so much and have a great day to you.
[AGENT][POSITIVE] Well, thank you, [PII]. Is that everything I can help you with before we go?
[CUSTOMER][NEUTRAL] Uh 9
[AGENT][POSITIVE] OK, well, you have a wonderful day and thank you for calling APL.
[CUSTOMER][NEUTRAL] Is it a single check, sorry, is it a single check?
[AGENT][NEUTRAL] Yes, it's single.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, by the way, [PII], thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. Have a wonderful night. Thanks for calling APL, sir.
[AGENT][NEUTRAL] Bye bye.