AccountId: 011433970860
ContactId: 996153ee-980a-4fca-a313-0b6e1d6cae2e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157309 ms
Total Talk Time (AGENT): 62933 ms
Total Talk Time (CUSTOMER): 65341 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/996153ee-980a-4fca-a313-0b6e1d6cae2e_20250411T12:45_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I'm calling from Newberry Dental Associates, and I wanted to verify coverage for a patient because we've not received anything back on a claim.
[AGENT][NEUTRAL] OK, I can definitely help you with the coverage and the claim. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] [PII] and the policy number is 02564042.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and date of birth is [PII].
[AGENT][POSITIVE] Thank you for
[CUSTOMER][NEUTRAL] And this is for her daughter.
[CUSTOMER][NEUTRAL] So her name is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Her date of birth is [PII].
[AGENT][NEUTRAL] Thank you, and all the information provided is a verification of benefits, not a guarantee of payment. And this is for [PII]. Let me go to, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the data service for the claim for? Well, to answer the question, yes, the policy is active, it's been effective since [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you want me to check and see if there's a claim on file for [PII]?
[CUSTOMER][NEUTRAL] Yes please it's data server 217-2025.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so as of now, we haven't received any claims for [PII]. We've never processed the claim for her. Um, so there's no timely filing if you need to resubmit the claim, you can. Do you know how it was sent originally?
[CUSTOMER][NEUTRAL] Let me verify where we're sending it then if you don't.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so I've got the claim payer ID is 60801.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, and address I have is [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK alright well I will get that resubmitted then.
[AGENT][NEUTRAL] All right, [PII], was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] That is all. Thank you for your help.
[AGENT][POSITIVE] You're very welcome. Thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you bye bye.