AccountId: 011433970860
ContactId: 9f9950d4-e28f-4d02-8654-b68efd656702
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 486380 ms
Total Talk Time (AGENT): 135375 ms
Total Talk Time (CUSTOMER): 99815 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/9f9950d4-e28f-4d02-8654-b68efd656702_20250121T16:58_UTC.wav
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[AGENT][NEUTRAL] For calling this is. How can I help you?
[CUSTOMER][NEUTRAL] Yes, um, my name is [PII]. I'm calling to check on the status of the claim for a patient.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with claim status. Um, first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] OK, thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] The policy number is 0.
[CUSTOMER][NEUTRAL] 256-831-9
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Is [PII] and date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what's the date of service and bill charges on the claim?
[CUSTOMER][NEUTRAL] The date of service is [PII] for 372.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For a
[AGENT][NEUTRAL] In one moment, I'm still waiting on my system.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The game um.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK. Is this for Doctor [PII]?
[CUSTOMER][NEUTRAL] Um, no, this is for a dentist, Doctor Key.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and when was that claim submitted because I'm not showing a claim on file now with that date of service and bill charges.
[CUSTOMER][NEUTRAL] I have a claim number I received something from you guys.
[AGENT][NEUTRAL] OK. What's the claim number?
[CUSTOMER][NEUTRAL] 35465999.
[AGENT][NEUTRAL] Mm
[CUSTOMER][POSITIVE] OK, thank you so much.
[CUSTOMER][POSITIVE] OK, but you're all set thank you so much. I appreciate it. It's good to see you again.
[CUSTOMER][NEUTRAL] Yeah, [PII] will call me.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] OK. Yes, ma'am. I'm showing that that particular claim denied because it's a duplicate of the claim that we received.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Well, I'm showing that the claim paid out um under claim number 354-5358.
[CUSTOMER][NEUTRAL] Hold on, can you give that to me again? Claim number what?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Um, 354-535-8.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This is for the anesthesia, right?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, yes.
[CUSTOMER][NEUTRAL] This is for a cleaning and the exam and X-rays.
[AGENT][NEUTRAL] OK. Well, I apologize. No, that's not the claim. Let's see.
[AGENT][NEUTRAL] It's saying that it's a duplicate, but
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, yes, ma'am. The payment went out under claim number 3545358.
[AGENT][NEUTRAL] It paid out for $57 even.
[AGENT][NEUTRAL] And the payment was sent on.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Do you show that it's been cached?
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] No, I'm showing that it's still outstanding. Um, it was mailed to [PII].
[CUSTOMER][NEUTRAL] Tell me, tell me again [PII] what?
[AGENT][NEUTRAL] [PII], maybe I'm mispronouncing it, um [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] In [PII].
[CUSTOMER][NEUTRAL] That's [PII], uh huh, what's the zip?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Zip code [PII].
[CUSTOMER][NEUTRAL] And what is the patient's address? Was it mailed to the patient?
[AGENT][NEUTRAL] Um, no, ma'am. I'm showing that it was mailed to the provider.
[CUSTOMER][NEUTRAL] OK, um, and then is there a check number for that?
[AGENT][NEUTRAL] Um, yes, ma'am. The check number is 2022727.
[CUSTOMER][NEUTRAL] And was that a bulk check or a single check?
[AGENT][NEUTRAL] It was a single check.
[CUSTOMER][POSITIVE] Single, OK, all right, thank you so much. um, can I get a reference number for our call?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name in today's date. My name is [PII], um it's spelled [PII] and my last initial is [PII] and today's date. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, thank you so much for your help I appreciate it.
[AGENT][POSITIVE] OK. I thank you, [PII] for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye.