AccountId: 011433970860
ContactId: 8f820a37-8229-48a9-8769-45da1e982067
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150690 ms
Total Talk Time (AGENT): 39001 ms
Total Talk Time (CUSTOMER): 79942 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/8f820a37-8229-48a9-8769-45da1e982067_20250326T21:08_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] calling from a dental provider office. I was trying to check the claim status on a claim we submitted.
[AGENT][POSITIVE] I'd be happy to assist with claim status today [PII] if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] It is 02517838.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is uh [PII].
[CUSTOMER][NEUTRAL] And the last name is uh [PII], I guess is how you say that. Um, date of birth is [PII].
[CUSTOMER][NEUTRAL] I can spell in those names if you need me to.
[AGENT][POSITIVE] Thank you for that.
[AGENT][NEUTRAL] Um, no, that's fine, um.
[AGENT][NEUTRAL] And what was the date of service for the claim?
[CUSTOMER][NEUTRAL] It was for.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm not showing we have any claims on file for this patient.
[CUSTOMER][NEUTRAL] OK, you have no claims on file. OK, so I'm like.
[CUSTOMER][NEUTRAL] Um, as far as submitting claims to you guys.
[CUSTOMER][NEUTRAL] Um, do you, I see, let me see what we have wrote on here, um, is your electronic payer ID the 60801?
[AGENT][NEUTRAL] Hm.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, that's where we sent it to, um.
[CUSTOMER][NEUTRAL] And then what would do you guys accept claims um via email or fax by chance?
[AGENT][NEUTRAL] Um, fax. Our fax number is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] 23 OK perfect and then just so I can make a note of it, what is your um claims mailing address?
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII]?
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][POSITIVE] 84. OK, perfect. Well thank you for your help and I'll get that resubmitted. I appreciate it.
[AGENT][POSITIVE] OK, thank you for calling APO. You have a good day.
[CUSTOMER][NEUTRAL] You too bye.