AccountId: 011433970860
ContactId: 99349a11-a3e3-42dc-8aa4-86dd859fd6e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209610 ms
Total Talk Time (AGENT): 66073 ms
Total Talk Time (CUSTOMER): 95491 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/99349a11-a3e3-42dc-8aa4-86dd859fd6e3_20250501T16:13_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, my name is [PII] and I'm sorry, what did you say your name was?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, [PII], thank you. Um, I'm calling about a claim for a patient, please.
[AGENT][NEUTRAL] OK, I can verify claim status for you. And Ms. [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] 02494717
[AGENT][POSITIVE] Thank you so much. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, ma'am, give me one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and verify that patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you, ma'am. And you say you're calling for claim status, correct?
[CUSTOMER][NEUTRAL] It's just one claim [PII] of this year and the amount of $333.
[AGENT][NEUTRAL] 33. OK, thank you. Give me one moment.
[AGENT][NEUTRAL] This is for dental, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Excuse me, I'm sorry.
[CUSTOMER][NEUTRAL] It's OK.
[AGENT][NEUTRAL] Um, I don't show we received a claim for that data service. Uh, can you verify the mailing address it was submitted to?
[CUSTOMER][NEUTRAL] Let's see what they sent it to.
[CUSTOMER][NEUTRAL] [PII] payer ID uh excuse me 60801.
[AGENT][NEUTRAL] And that is correct, yes, ma'am. Uh, if you like, I can give you a fax number if you would like to fax the claim to our office.
[CUSTOMER][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] Yeah, I can. I have [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Uh, yes, ma'am. That's correct.
[CUSTOMER][NEUTRAL] It looks like we've already faxed it to y'all before um.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah, so.
[CUSTOMER][NEUTRAL] I guess all of her information is correct.
[CUSTOMER][NEUTRAL] Do you have to have any other identifier because that number I gave you her policy number is what we have under subscriber ID.
[AGENT][POSITIVE] Mhm, and that is correct, yes, ma'am.
[CUSTOMER][NEUTRAL] So, OK, alright.
[CUSTOMER][NEUTRAL] I don't know when then what could be wrong. I'm gonna resend the claim today and hopefully it'll get processed this time. Alright, can you give me a call reference number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, we don't give reference numbers, but if you like, you may use my name in today's date. And is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] No, thank you very much.
[AGENT][POSITIVE] Yes, ma'am. Thank you for calling ATL. Have a great day.
[CUSTOMER][NEUTRAL] All right, bye.
[AGENT][NEUTRAL] Bye.