AccountId: 011433970860
ContactId: a30bd652-cc39-45cf-ab53-f1a2ca8d4450
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198429 ms
Total Talk Time (AGENT): 78201 ms
Total Talk Time (CUSTOMER): 61823 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/a30bd652-cc39-45cf-ab53-f1a2ca8d4450_20250214T18:23_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] This patient.
[CUSTOMER][NEUTRAL] Hi this is [PII] with 10 Dental and Orthodontics, um, I
[AGENT][NEUTRAL] I could barely hear you. Could you repeat yourself?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes, this is [PII] with 110 Dental and Orthodontics. Can you hear me?
[AGENT][POSITIVE] Yes, I can hear you now, thank you.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] How can I assist you today?
[CUSTOMER][NEUTRAL] Um, I received an EOB and I'm just not really understanding what it means.
[AGENT][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] It says or do you need the the patient first?
[AGENT][NEUTRAL] Yeah, I need a callback number for you. I need your call back number just in case the call is disconnected, then I need the member's policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, callback number is [PII].
[AGENT][NEUTRAL] And the policy number of the member that you're inquiring, you have concerns about the claim.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] It's 02563476.
[AGENT][NEUTRAL] And what is that member's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And [PII], you said your name was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] What is that claim number that you have?
[CUSTOMER][NEUTRAL] It's 355-6479.
[AGENT][NEUTRAL] We paid 266 on the claim?
[CUSTOMER][NEUTRAL] Oh OK so what I received it says.
[AGENT][NEUTRAL] Was when it was pending.
[CUSTOMER][NEUTRAL] I guess so because it says we're waiting.
[AGENT][NEUTRAL] It says it's currently pending and waiting on verification of eligibility. Yes, it was currently pending, however, there was a payment of 266 made on the claim. Would you like the check number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh yes, please go ahead.
[AGENT][NEUTRAL] 202-6121. That's 2026121.
[CUSTOMER][NEUTRAL] And it was how much?
[AGENT][NEUTRAL] So give me one moment, I have to go back.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] 266.
[AGENT][NEUTRAL] $266.00 single check sent out on the [PII].
[CUSTOMER][NEUTRAL] 260
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] No ma'am.
[AGENT][NEUTRAL] But no, it wasn't sent out on the [PII]. Let me see.
[AGENT][NEUTRAL] 4023.
[AGENT][NEUTRAL] Yep, it was sent out on the [PII]. I was making sure.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No ma'am.
[AGENT][POSITIVE] Thanks for calling [PII], have a great day. Goodbye.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thanks bye bye.