AccountId: 011433970860
ContactId: 9fc7a1df-dfed-4e26-8dd3-ad4efc51fc4c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 230839 ms
Total Talk Time (AGENT): 71794 ms
Total Talk Time (CUSTOMER): 78013 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/9fc7a1df-dfed-4e26-8dd3-ad4efc51fc4c_20250623T19:19_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I was calling to follow up or to check the status of a dental claim for a patient.
[AGENT][POSITIVE] Yes, I can assist you with claims, Miss [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure. My direct line is [PII].
[AGENT][NEUTRAL] Thank you. May I have the name of the facility for my notes?
[CUSTOMER][NEUTRAL] Sure, it's uh Neville Dental, Doctor [PII].
[CUSTOMER][POSITIVE] Wow.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number, [PII].
[CUSTOMER][NEUTRAL] OK, I have 726206.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Sure, it is [PII] and his date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And may I have the date of service?
[CUSTOMER][NEUTRAL] It was [PII].
[AGENT][NEUTRAL] OK, thank you. Let me see if I can find this claim and for future you can check claim status online through our website at [PII].
[AGENT][NEUTRAL] And bear with me.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, I don't see any claims for this year. Um, let me bear with me, let me see if we have anything pending.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. [PII]. No, no pending claims. We have not received that claim as of today.
[CUSTOMER][NEUTRAL] OK, let me make sure I've got the correct information and.
[CUSTOMER][NEUTRAL] Um, I have.
[CUSTOMER][NEUTRAL] A claims mailing address of [PII].
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK, and then what is the, do you accept electronic payments or electronic claims?
[AGENT][NEUTRAL] We do, yes, the payer ID is 60801.
[CUSTOMER][POSITIVE] 60801. OK. All right, I will go ahead and resubmit the claim. Thank you so much. I appreciate you taking your time and looking into this for me.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Oh, I, that, um, subscriber ID that I gave you is correct for Paul, right? The 726206. OK, great. All right, that is it again, thank you so much. You've been wonderful.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] It is correct. Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good afternoon, Mr. [PII].
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][POSITIVE] Thank you. Bye