AccountId: 011433970860
ContactId: a327603d-60f6-43df-a5de-90b477c837ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 220830 ms
Total Talk Time (AGENT): 105170 ms
Total Talk Time (CUSTOMER): 61741 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/a327603d-60f6-43df-a5de-90b477c837ce_20250410T17:22_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I'm calling from a dental office to check on the status of the claim for a patient.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with benefits. Um, first, or claim status also. First, could I get a good callback number just in case we're disconnected in your name?
[CUSTOMER][NEUTRAL] Yes, my name's [PII]. Um, the number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] 02385358
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] Please.
[AGENT][NEUTRAL] OK, now I need the date of service and bill charges on the claim.
[CUSTOMER][NEUTRAL] Uh yes, it's for 2825 for 160.
[AGENT][NEUTRAL] OK, I'm not showing a um claim with that date of service on file. Um how was the claim submitted?
[CUSTOMER][NEUTRAL] Um, it was sent electronically.
[AGENT][NEUTRAL] And what pair ID is shoes?
[CUSTOMER][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] Looks like we have ECF in there.
[AGENT][NEUTRAL] No, let me give you our payer ID. I can also give you our fax number or mailing address to file claims.
[CUSTOMER][NEUTRAL] OK, yes ma'am.
[AGENT][NEUTRAL] Um, our pair, uh, ID is 60801.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And our fax number is [PII] and please attention it to the claims department.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and the mailing address to submit claims, um, it's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and then also um I don't have like um an updated um like benefit information for the patient. um are you able to to fax that or give it to me over the phone?
[AGENT][NEUTRAL] Um, I can fax it to you. What's your fax number, please?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so that's attention, [PII] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. And also just let me advise you that verification of coverage does not guarantee payment of claims, and you should receive the fax in about 10 minutes. I just sent it. Um, is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] No, I just need a reference number for the call please.
[AGENT][NEUTRAL] Um, for the reference number, you can use my name and today's date. My name is [PII]. Um it's spelled [PII] Last initial is [PII], and today's date.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you again, [PII], for calling APL. Have a great day. Mm bye.
[CUSTOMER][POSITIVE] Thank you you too bye.
[AGENT][POSITIVE] Mhm. Thank you.