AccountId: 011433970860
ContactId: 9e507fc1-eba7-40a4-8e9b-1ae20f082710
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164679 ms
Total Talk Time (AGENT): 68965 ms
Total Talk Time (CUSTOMER): 55719 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/9e507fc1-eba7-40a4-8e9b-1ae20f082710_20250227T13:41_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello [PII]. My name is [PII] calling from a dental provider's office trying to get assistance with the status of a claim. Is that something you can help me with?
[AGENT][NEUTRAL] Sure, I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Yes, callback number is [PII].
[CUSTOMER][NEUTRAL] Policy number I have is 02502835.
[AGENT][NEUTRAL] Could you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you going.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You said your name was [PII] or [PII]?
[CUSTOMER][NEUTRAL] Go.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] The, yeah, you got it right the first time.
[AGENT][NEUTRAL] And what is the member's date of service that you're inquiring on claim status for?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. It looks like there was a payment of $782.20 made on that claim.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, was there anything denied on it?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] So it shows that.
[AGENT][NEUTRAL] There's a patient responsibility of 63,480. However,
[AGENT][NEUTRAL] $50 went towards the deductible on procedure code D0210.
[CUSTOMER][NEUTRAL] OK, um, is there any way to, uh, fax me a copy of that EOB, Shia?
[AGENT][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] Spell your name for me and provide me your fax number.
[CUSTOMER][NEGATIVE] Couldn't get off here. I couldn't locate the port.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the fax number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hi [PII], is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] No ma'am, just a reference number would be great and I appreciate your help.
[AGENT][NEUTRAL] We don't provide those unfortunately, however, you can use my name in today's date as a reference is [PII] and today's date.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL, [PII] and have a good day.
[CUSTOMER][NEUTRAL] You too.