AccountId: 011433970860
ContactId: a905eaf0-35c6-4fc9-b9a0-eceae0655c19
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 294040 ms
Total Talk Time (AGENT): 126030 ms
Total Talk Time (CUSTOMER): 110082 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/a905eaf0-35c6-4fc9-b9a0-eceae0655c19_20250409T13:07_UTC.wav
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[AGENT][NEUTRAL] For contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] calling from provider's office.
[AGENT][NEUTRAL] [PII], how can I help you?
[CUSTOMER][NEUTRAL] I'm looking for assistance regarding a claim.
[AGENT][NEUTRAL] I can help with the claim status. What is that policy number, please?
[CUSTOMER][NEUTRAL] Um, I don't have the member ID of the patient. Do I have the name and date of birth. Can you please do the name and date of birth, sir?
[AGENT][NEUTRAL] Yes, what is the, the last name, please?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][POSITIVE] Thank you. And the first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] I appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Appreciate that. Thank you.
[AGENT][NEUTRAL] OK, I don't have [PII]
[AGENT][NEUTRAL] In my system with that data.
[CUSTOMER][NEUTRAL] Uh, it's [PII]
[AGENT][POSITIVE] [PII]. OK, thank you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] OK, excuse me, I'm sorry, let me see what I can find.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. This is a dental clean, is that correct?
[CUSTOMER][NEUTRAL] Tax ID is [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, great. Let me see if I can't find that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what data service are we looking for for [PII]?
[CUSTOMER][NEUTRAL] Yeah, the date of service is [PII].
[AGENT][NEUTRAL] And is there a particular bill amount?
[CUSTOMER][NEUTRAL] And the bill amount is $2020,627.80.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 3
[CUSTOMER][NEUTRAL] 9173.
[AGENT][NEUTRAL] See what I can find here.
[AGENT][NEUTRAL] So it looks like I have um periodontal scaling.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] A couple of times, let's see.
[CUSTOMER][NEUTRAL] Yeah, there are 23 service codes. So you have the claim on file, right?
[AGENT][NEUTRAL] Right, yes. OK, so it looks like your claim number, Jack, is um 357.
[CUSTOMER][NEUTRAL] And one.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 7
[CUSTOMER][NEUTRAL] The claim number is?
[AGENT][NEUTRAL] 12357.
[CUSTOMER][NEUTRAL] is going to
[AGENT][NEUTRAL] 1238.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] 3571238. Uh-huh.
[CUSTOMER][NEUTRAL] OK. And what is the, and what is what is the status of this claim?
[AGENT][NEUTRAL] OK looks like it's been paid. Let me just see what we have here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it looks like a claim, excuse me, a check, uh, a single paper check went out. It's uh check number 203.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] 1001.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That was uh issued [PII] and it went to.
[AGENT][NEUTRAL] 14
[AGENT][NEUTRAL] 270 FM.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. Yeah. Yup. So, um
[AGENT][NEUTRAL] [PII]. That's it. Right, that is, and so it went out on the [PII].
[CUSTOMER][NEUTRAL] OK. So actually, how much amount has been paid?
[AGENT][NEUTRAL] It looks like it's $1500.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. And the check has been cashed or not?
[AGENT][NEGATIVE] It has not been cashed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, could you please fax us the UOB for this one?
[AGENT][NEUTRAL] Uh, yes, I can do that. And what is your fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] 5828. OK, is that to your attention?
[CUSTOMER][NEUTRAL] Attention to [PII].
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK. And what is the next policy?
[CUSTOMER][POSITIVE] Um, no, that's all for today. Thank you so much. Have you fact, uh, you'll be right.
[AGENT][NEUTRAL] Uh, yes, I can do that. Uh, give me about 30 minutes to do that.
[CUSTOMER][NEUTRAL] OK. Can I have the call reference number?
[AGENT][POSITIVE] Yes, my name is [PII], and the first letter of my last name is [PII]. We'll use that in today's date as a reference and if there's nothing else that I can help with, [PII], and thank you for contacting APL. Hope you have a very good day.