AccountId: 011433970860
ContactId: 9959c0c2-7f01-46e8-8cac-c57da01610cc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 438920 ms
Total Talk Time (AGENT): 131421 ms
Total Talk Time (CUSTOMER): 89097 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/9959c0c2-7f01-46e8-8cac-c57da01610cc_20250320T16:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I was wanting to verify an insurance claim.
[AGENT][NEUTRAL] OK, I can help you with the claim. Can I please get your name and your call back number?
[CUSTOMER][NEUTRAL] My name is [PII]. The number is [PII].
[AGENT][NEUTRAL] OK, and so then is, are you a facility calling for a claim or are you an individual calling for a claim?
[CUSTOMER][NEUTRAL] Um, I'm a, I'm a provider, well, I work for a dentist office.
[AGENT][NEUTRAL] Provider
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Thank you, Ms. [PII]. And what is the um
[AGENT][NEUTRAL] Patient's name, date of birth, and policy number.
[CUSTOMER][NEUTRAL] His name is [PII].
[CUSTOMER][NEUTRAL] That's [PII]
[CUSTOMER][NEUTRAL] Date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The ID number is.
[CUSTOMER][NEUTRAL] 01899832
[AGENT][NEUTRAL] OK, let me pull up that policy real quick.
[AGENT][NEUTRAL] OK, and can you give me the date of service and the charge amount?
[CUSTOMER][NEUTRAL] It's um [PII] for $82.23.
[AGENT][NEUTRAL] OK and what is the name of the facility or the doctor that you're calling from?
[CUSTOMER][NEUTRAL] Uh, [PII] for Smile Center of [PII].
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold, um, Miss [PII] while I look up this claim for you and I will be right back.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you so much for holding for me, Miss [PII]. So looking on um Christian's data service of [PII], I do not find a claim on file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, can we look at another one?
[AGENT][NEUTRAL] Actually, is it for?
[CUSTOMER][NEUTRAL] For the same person?
[AGENT][NEUTRAL] Yes, um, but looking at [PII]'s policy.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] There has never been any filed um well let me make sure.
[AGENT][NEUTRAL] What's the next date of service? I'll look and see if he has any other policies too.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And the charge amount?
[CUSTOMER][NEUTRAL] Um, $1,062.60.
[AGENT][NEUTRAL] OK, I'm gonna put you on hold again. I'm gonna go ahead and keep checking for you, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Oh my gosh, she's got 3 stinking dental policies. Let's look at this one.
[AGENT][NEUTRAL] Nope.
[AGENT][NEUTRAL] Nope.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding for me [PII]. So I looked on previous policies that he had also that had, you know, longer no longer active with us and I do not see either one of those claims on file.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Is it too late to follow it?
[AGENT][NEUTRAL] But his policy of
[AGENT][NEUTRAL] No ma'am, you can file it any time as long as the insured was covered on the date of service there there's not a timely filing limit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, can I get um your reference number and the agent ID?
[AGENT][NEUTRAL] Uh yes, you can use my name, [PII], and today's date.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And we don't have an agent ID number.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, that's all.
[AGENT][POSITIVE] OK, Ms. [PII], I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you for calling APL bye bye ma'am. You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Of course.