AccountId: 011433970860
ContactId: 9b66e93f-76ba-45b4-ae1f-b87db9b55043
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 219660 ms
Total Talk Time (AGENT): 109455 ms
Total Talk Time (CUSTOMER): 78259 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/9b66e93f-76ba-45b4-ae1f-b87db9b55043_20250115T19:18_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I'm calling from a dental office. I was calling to check claim status for a patient.
[AGENT][POSITIVE] It would be my pleasure to assist you, and you said your name is [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Thank you, [PII], and what is the callback number?
[CUSTOMER][NEUTRAL] It is [PII], no extension.
[AGENT][NEUTRAL] Thank you, [PII]. what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] Uh, the policy number would be 02543490.
[AGENT][NEUTRAL] And what is the patient's name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] Uh, patient's name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Alright, thank you, and it would be my pleasure to help you with that claim status for Australia. What is the data service?
[CUSTOMER][NEUTRAL] Uh, date of service is [PII].
[AGENT][NEUTRAL] Thank you. And what is the provider name?
[CUSTOMER][NEUTRAL] Uh, provider is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Sure, all right, thank you.
[CUSTOMER][NEUTRAL] I'm sorry. I butchered that first name.
[AGENT][POSITIVE] Oh, I, I can't even figure it out either, so you. It sounded beautiful when you said it.
[AGENT][NEUTRAL] We did receive that claim on.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] 1111 24.
[AGENT][NEUTRAL] And processed on 1111 24.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm sorry, it was
[AGENT][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Oh, [PII].
[AGENT][NEUTRAL] Yeah, well, we received it on 11-11-24.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[AGENT][NEUTRAL] And processed it on that date as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] It was denied and that denial reason is.
[AGENT][NEGATIVE] I'm getting it pulled up. Our records indicate the premium for this service date was not received. Therefore, pre uh benefits are not payable. The policy actually turned on 9-8-24.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 9824, OK.
[AGENT][NEUTRAL] Mhm. Would you like that claim number, [PII]?
[CUSTOMER][NEUTRAL] Uh yes, please.
[AGENT][NEGATIVE] Lose the claim number is.
[AGENT][NEUTRAL] 351.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 3763.
[CUSTOMER][NEUTRAL] 351-376-3
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much for your help.
[AGENT][POSITIVE] Well it's been a pleasure to assist you with that claim status. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Um, may I just please get a call reference number for today?
[AGENT][NEUTRAL] Call reference number is my name and today's date, and I spell spell my name [PII]
[AGENT][NEUTRAL] First initial, last name, [PII].
[CUSTOMER][POSITIVE] [PII] and today's date. OK, perfect. Thank you so much for your help. You have a great day.
[AGENT][POSITIVE] It's been my pleasure to assist you, [PII]. Thank you for calling APL and I hope you have a wonderful day as well.
[CUSTOMER][POSITIVE] Thank you. You as well. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.