AccountId: 011433970860
ContactId: a17a905a-832d-448e-91d4-192ec460a995
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 276399 ms
Total Talk Time (AGENT): 78892 ms
Total Talk Time (CUSTOMER): 77792 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/a17a905a-832d-448e-91d4-192ec460a995_20250509T16:08_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling from a dental office, and I wanted to check on a claim status.
[AGENT][NEUTRAL] And spell your first name for me?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm sorry, what was your name again?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] I thought that's what you said.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Is that a social security number maybe?
[AGENT][NEUTRAL] Our policy number will generally start with a 0.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Do you have the card, the ID card?
[CUSTOMER][NEUTRAL] Let me see if I got that.
[CUSTOMER][NEUTRAL] Um, 02596062.
[AGENT][NEUTRAL] Mhm, that's it, and what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] So if you submit a claim with their social security number, do you guys not recognize the social security number?
[AGENT][NEUTRAL] We can search the policy number by the um SSN.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] OK, thank you and you said it.
[CUSTOMER][NEUTRAL] In back.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Back on [PII] I had spoke with [PII] and she gave me your guys' fax number and I faxed it over and the data service is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, what's the total bill?
[CUSTOMER][NEUTRAL] I knew you were gonna ask that.
[AGENT][NEUTRAL] And this is for.
[CUSTOMER][NEUTRAL] $713.90.
[AGENT][NEUTRAL] A dental claim?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What's the name of the dental uh office?
[CUSTOMER][NEUTRAL] It is um in the East dental 24/7.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you for that.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Alright, so it appears that the date of service [PII] is after the policy termination date, which is [PII].
[AGENT][NEUTRAL] And it looks like this claim was processed on [PII], so an explanation was mailed to the billing address on your claim, and I do have a claim number if you would like that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, what day did you say it turned?
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] OK and then what was the claim number?
[AGENT][NEUTRAL] It's 359-607-4.
[CUSTOMER][POSITIVE] OK all right well I appreciate your help.
[AGENT][NEUTRAL] Oh, you're welcome. Any other questions, [PII]?
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] OK, well, thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.