AccountId: 011433970860
ContactId: a59132e9-4119-4de3-bea5-790965ed2182
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 348119 ms
Total Talk Time (AGENT): 103137 ms
Total Talk Time (CUSTOMER): 109310 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/a59132e9-4119-4de3-bea5-790965ed2182_20250417T18:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I was calling from Smith Crossing Dental Care. I was just trying to get some information about a claim for a patient.
[AGENT][POSITIVE] Of course I can help you with claim status today.
[AGENT][NEUTRAL] And what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], do you have the policy number?
[CUSTOMER][NEUTRAL] It is 02569962.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And then what's a good call back number in case our call gets dropped?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] All right. And then patient's first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And then do you have a charge amount?
[AGENT][NEUTRAL] And, and the data service for that claim you're looking for?
[CUSTOMER][NEUTRAL] Data service 1217 24 and we build 178.
[AGENT][NEUTRAL] 178. OK.
[CUSTOMER][NEUTRAL] And then uh did you
[CUSTOMER][NEUTRAL] Um, that
[AGENT][NEUTRAL] OK, I'm not seeing a claim on file.
[AGENT][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] OK, so it looks like we had sent it electronically back on the date of service. Um, do you suggest doing it electronically again or do you suggest printing and mailing it?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, we can try electronically again, um, and see if.
[AGENT][NEUTRAL] We have the correct uh fax number or if you guys have the correct fax number?
[CUSTOMER][NEUTRAL] So we're through a clearing house um through a payer ID. Did you want um is it OK if we still submit that way?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm not sure. What is the clearing house?
[CUSTOMER][NEUTRAL] So we submit electronically through a clearing house and it's like um dental exchange and it goes through electronically that way it's not like a fax or something.
[AGENT][NEUTRAL] Oh, I have an, I have an electronic ID like a payer ID.
[CUSTOMER][NEUTRAL] Alright, what is the yeah, what's the payer ID?
[AGENT][NEUTRAL] It is 60801.
[CUSTOMER][NEUTRAL] Let me just take a look because I know through our company sometimes we have a different one so I just wanna see if it adds up to what ours is in our company.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And this is Carrington correct?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You said it's 60801?
[CUSTOMER][NEUTRAL] I am, I am
[AGENT][POSITIVE] Yes, that's correct. Mhm.
[CUSTOMER][NEUTRAL] Alright, so it looks like through our company we submit through 60601, but I will go ahead and submit through that and see if we can get payment that way.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then if not, we do have a claims address you can send like physically.
[CUSTOMER][NEUTRAL] What is the claims address?
[AGENT][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then just address on the
[CUSTOMER][NEUTRAL] What was that zip code again?
[AGENT][NEUTRAL] Sorry, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then on the front of the letter I would just put APL claims.
[AGENT][NEUTRAL] Just so it goes to the claims department.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And you said APO?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and what is the reference number to this call?
[AGENT][NEUTRAL] It is my first name, which is [PII]
[AGENT][NEUTRAL] Last initial [PII], and then today's date.
[CUSTOMER][POSITIVE] Alright perfect thank you so much [PII] I appreciate your time today.
[AGENT][POSITIVE] Of course you do. Is there anything else I can do for you?
[CUSTOMER][NEUTRAL] Nope, that is it.
[AGENT][POSITIVE] OK. Well, thanks for calling APL and have a good day.
[CUSTOMER][NEUTRAL] 0
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you. Bye.