AccountId: 011433970860
ContactId: 9ef15d96-c70f-4788-be7a-8671fcd03d1d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193729 ms
Total Talk Time (AGENT): 78710 ms
Total Talk Time (CUSTOMER): 70878 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/9ef15d96-c70f-4788-be7a-8671fcd03d1d_20250407T18:05_UTC.wav
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[CUSTOMER][NEUTRAL] Oh I'm doing.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I'm [PII]. I'm calling from a dental office and I had gotten something back on a claim. I think it might be the first time we've uh submitted a dental claim to you guys. I'm not quite understanding what you need from us because there was no payment made.
[AGENT][NEUTRAL] OK, let's look at the claim. Do we have the claim number, policy number?
[CUSTOMER][NEUTRAL] I do. I have a claim number. I have both, but the claim number I'm looking at is 357-822-9.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me pull this up.
[AGENT][NEUTRAL] And [PII], do you have a good call back number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] And then if I could just verify patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh, patient is [PII], [PII].
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] OK, it's showing.
[AGENT][NEUTRAL] Partial payment towards the deductible and then it looks like there was a check sent for $36.
[CUSTOMER][NEUTRAL] Um, OK, and when, when was that paid?
[AGENT][NEUTRAL] Uh, let's see, what was the date on that?
[AGENT][NEUTRAL] So claim was processed [PII], so it would have been it would have been sent uh shortly after that in a single check.
[CUSTOMER][NEUTRAL] OK, and um it was paid to us, the provider?
[AGENT][NEUTRAL] Yeah, let me pull up the check details here, one moment.
[AGENT][NEUTRAL] Alright, $36 was sent to [PII] at [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, yeah, so it looks like Bupa to the provider.
[CUSTOMER][NEUTRAL] And check number?
[AGENT][NEUTRAL] Excuse me, the check number on this is gonna be 203.
[AGENT][NEUTRAL] 6059.
[CUSTOMER][POSITIVE] Perfect. Just cause what I had gotten, like previously, but that was sent on [PII]. It's we're awaiting information to confirm eligibility for benefits and a card upon receipt. We'll process your claim. So maybe that went out to the patient also, and maybe they, uh, maybe they called, I don't know. But anyway, as long as it looks like you guys processed it, that's all I needed to know then. Thank you so much. You have a great rest of your day.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] You as well, [PII], take care.
[CUSTOMER][NEUTRAL] Uh huh bye bye now.
[AGENT][NEUTRAL] Bye bye.