AccountId: 011433970860
ContactId: 9008e350-1504-4349-aa9d-e0206ca823db
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 208960 ms
Total Talk Time (AGENT): 88268 ms
Total Talk Time (CUSTOMER): 82088 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/9008e350-1504-4349-aa9d-e0206ca823db_20250624T20:01_UTC.wav
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[AGENT][NEUTRAL] Hey thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling to see if a claim was ever received.
[AGENT][NEUTRAL] OK, [PII], you wanted to check to see if we received a claim for a number, is that correct?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][POSITIVE] I can help you with that. And what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII] no extension.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you and the member's policy number?
[CUSTOMER][NEUTRAL] 01816902.
[AGENT][POSITIVE] Thank you, one moment please.
[AGENT][NEUTRAL] This is a dental policy.
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK, and any information that I do provide for you today will be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][POSITIVE] Alright thank you
[CUSTOMER][NEUTRAL] Hey [PII], I have not gotten there yet. I, um.
[AGENT][NEUTRAL] And what is the data service and total bill amount for her place [PII]?
[CUSTOMER][NEUTRAL] 55 19 2025 build amount of $107.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 107, OK.
[CUSTOMER][NEUTRAL] Are you, are you talking about? Oh no, no.
[CUSTOMER][NEUTRAL] I was just playing to my kids because I was.
[CUSTOMER][NEUTRAL] Whenever you have a
[AGENT][NEUTRAL] For [PII] for [PII]. Is that correct?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] No, we have not we do not have a claim on file for her for that data service.
[CUSTOMER][NEUTRAL] OK, is the payer ID still the 60801?
[AGENT][POSITIVE] It is, that is correct.
[CUSTOMER][NEUTRAL] And the PO I'm sorry, mailing address would be [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Uh-huh. Correct.
[CUSTOMER][POSITIVE] Uh, we will mail it this time and see if it gets to y'all. I appreciate your help.
[AGENT][NEUTRAL] OK, and then one last thing [PII], I don't know someone may have already given you this information, but we do have a portal that you all should be able to check claim status in once we have processed the claim, and that portal website is located at secured.
[CUSTOMER][NEUTRAL] Like oh, the fact that you're wearing shoes.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Alright, and that's just to see it after the fact, correct? It's not to submit it?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That is correct. No, that is for checking status. Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you so much I appreciate the help.
[AGENT][POSITIVE] OK, well, you're certainly very welcome so if that is all I can help you with, thank you again for calling APL and I hope you have a wonderful rest of your day.
[CUSTOMER][POSITIVE] You as well thank you bye.
[AGENT][POSITIVE] Thanks you too. Bye-bye.