AccountId: 011433970860
ContactId: a4f2148a-ac29-4b29-a8b0-e3ff7eb08d95
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 408320 ms
Total Talk Time (AGENT): 153550 ms
Total Talk Time (CUSTOMER): 76964 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/a4f2148a-ac29-4b29-a8b0-e3ff7eb08d95_20250306T13:17_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] calling from Aspen Dental to check on claim status.
[AGENT][NEUTRAL] OK, [PII], do you have just one claim to check status on?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I can help you with that. And what is your callback number, please?
[CUSTOMER][NEUTRAL] So, my callback number will be [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number, please, [PII]?
[CUSTOMER][NEUTRAL] So the policy number I'm having is 2253026.
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] OK, and [PII], any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name please and date of birth?
[CUSTOMER][NEUTRAL] Patient name will be [PII]. Uh date of birth will be [PII].
[AGENT][NEUTRAL] I'm sorry, what is the last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, now,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am. Yes, sir. I don't have a [PII] on this policy.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Can you verify the last name?
[CUSTOMER][NEUTRAL] One moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Your name is [PII].
[AGENT][NEUTRAL] OK, and what is the data service and total bill amount, please?
[CUSTOMER][NEUTRAL] Sure, the service of this claim, I'm having as [PII].
[CUSTOMER][NEUTRAL] Uh, the total charge will be $14,180 even.
[AGENT][NEUTRAL] 1480.
[CUSTOMER][NEUTRAL] No, 1418.
[AGENT][NEUTRAL] 1418. OK, just give me a couple of moments to get the information pulled up please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you did say her data service is gonna be in [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um again you said data services [PII] for $1,418 is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is the provider's name?
[CUSTOMER][NEUTRAL] So the provider name I'm having uh it's uh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so we do not have a claim on file for this member.
[AGENT][NEUTRAL] Let me look at one other thing. Give me just a moment please, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so yes, sir, we do not have a claim on file.
[AGENT][NEUTRAL] For her, for this bill amount for this data service.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. May I have the claim mailing address?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] May I know, may I know the payer ID?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Could you provide me the patient after the termination date.
[AGENT][NEUTRAL] Effective date is [PII], term date [PII].
[CUSTOMER][POSITIVE] Thank you so much. May I have the time for limit for submitting a claim?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEGATIVE] There is no timely filing for filing a claim.
[CUSTOMER][POSITIVE] OK, thank you so much. May I have the call first number for this patient?
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] Uh, yes sir, you can use my name that I gave you along with today's date and then also [PII], once the claim has been received and processed by APO we do have a portal that you can also check claim status and have access to our EOB by going to secured. [PII] and [PII], I want you to give me just one more moment to look at something for this particular member if you don't mind.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm, mhm, go ahead.
[AGENT][NEUTRAL] And this was one claim submitted for $1,418 is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, sir, we do not have that claim on file.
[CUSTOMER][NEUTRAL] Mm OK.
[CUSTOMER][POSITIVE] OK. Thank you so much for assisting me patiently. Have a wonderful day. Bye-bye.
[AGENT][POSITIVE] Well, I hope you have a wonderful day too, and if that is all that I can help you with at the moment, thank you again for calling APL.
[CUSTOMER][NEUTRAL] A
[CUSTOMER][POSITIVE] Mhm, thank you.
[AGENT][NEUTRAL] Bye-bye.