AccountId: 011433970860
ContactId: a98c322e-5085-4ebc-81ba-e807aa3742f7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170850 ms
Total Talk Time (AGENT): 55562 ms
Total Talk Time (CUSTOMER): 58656 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/2025/01/21/a98c322e-5085-4ebc-81ba-e807aa3742f7_20250121T16:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] at Dr. [PII]'s dental office in [PII]. I was calling to check the status of a claim, please, for a patient.
[AGENT][POSITIVE] All right, [PII], I'm happy to check on the claim for you. What's the patient's policy number?
[CUSTOMER][NEUTRAL] It's 02571834 Austin Cantrail.
[AGENT][POSITIVE] Alright thank you so much let me pull that up.
[AGENT][NEUTRAL] And do you have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you so much. And then if I could just get patient's date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you for that.
[CUSTOMER][NEUTRAL] The data service is 12-18-24.
[AGENT][NEUTRAL] In the build up
[CUSTOMER][NEUTRAL] 364.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Now I don't see any claims on file for a bill amount of 364.
[CUSTOMER][NEUTRAL] OK, we send it electronically. can I make sure that I have everything, uh, correct?
[AGENT][POSITIVE] Yeah, absolutely.
[CUSTOMER][NEUTRAL] Uh, I have the payer ID is 60801.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The group plan name is Group Voluntary Dental.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Group 7007.
[AGENT][NEUTRAL] Uh, let me just check the group.
[AGENT][NEUTRAL] Yeah, 70077. Uh-huh.
[CUSTOMER][NEUTRAL] Is there a fax or an email to where I could email this claim to get it processed?
[AGENT][POSITIVE] I do have, we do have a fax I'm happy to give you um the fax number is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And do I need to put attention claims or anything on here or what go straight to the.
[AGENT][NEUTRAL] Yeah you can just put attention to claims on there.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. Have a good one.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.