AccountId: 011433970860
ContactId: a99c8ca4-a1e5-4f03-8283-d836a0d82d96
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 255199 ms
Total Talk Time (AGENT): 104748 ms
Total Talk Time (CUSTOMER): 122647 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/a99c8ca4-a1e5-4f03-8283-d836a0d82d96_20250220T22:09_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Excuse me. Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and did you what sorry what what's your name again?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Perfect, thank you, [PII]. I'm calling from Superstition Springs Eodontics, and I'm calling on behalf of my patient [PII].
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Um, wanted to just see if you received our claim for him.
[AGENT][NEUTRAL] OK, I can verify claim status for you, Ms. [PII], and what's the policy number, please?
[CUSTOMER][NEUTRAL] like uh the patient ID number?
[AGENT][NEUTRAL] Mhm, or policy er number?
[CUSTOMER][NEUTRAL] Um, what I have is 02497261.
[AGENT][NEUTRAL] OK, and give me a moment. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And verify that patient's date of birth, please.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] And you said it's [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what was the date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] D of service was [PII], um, we submitted $1,915.
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] Was this for a root canals or a bups uh Lord word bups, Lord, I can't say it. I'm not gonna say it.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEGATIVE] They could not come out.
[CUSTOMER][NEUTRAL] I know what you mean, yep.
[AGENT][POSITIVE] And a crown, bless.
[CUSTOMER][NEUTRAL] Um, well, no, no crown. Our, our office submitted for a bicuspid root canal, a post and core, and a CBCT.
[AGENT][NEUTRAL] OK, that is post and co. See, I can't read and I can't speak today. I'm so sorry.
[CUSTOMER][POSITIVE] That that's all right. It's OK. It's some people's Friday already, so bless them.
[AGENT][NEUTRAL] Yeah, I wish it was.
[CUSTOMER][NEUTRAL] I know, same here.
[AGENT][NEUTRAL] Let's see, and some dental office, don't y'all usually close on Friday or half days?
[CUSTOMER][NEUTRAL] No, because we're an endodontic office we're like the emergency room of dental.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh, so you gotta be there all day.
[CUSTOMER][POSITIVE] Yeah, all day, all week we're not open Saturday and Sunday though, thank goodness.
[AGENT][POSITIVE] Thank goodness, right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Let's see. I, I show a claim was received, but um,
[AGENT][NEUTRAL] It looks like it was processed, it's not covered. Uh, with this policy, it does not cover any major services and endodontics is considered major.
[CUSTOMER][NEUTRAL] Oh, OK, so no major coverage.
[AGENT][NEUTRAL] Uh, yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And you know I never received a denial.
[CUSTOMER][NEUTRAL] Are, are you able to fax that to me?
[AGENT][NEUTRAL] Uh, yes, I can fax it to you. Uh, what is your fax number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hold on one second, I'm at a different office. I don't, I don't have it memorized.
[AGENT][NEUTRAL] Uh-huh. No, you're fine.
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] OK, that's [PII].
[CUSTOMER][NEUTRAL] That's it.
[AGENT][NEUTRAL] OK, I will fax this over to you in a few moments. Uh, is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh, do you have a reference number for this call?
[AGENT][NEUTRAL] Uh, no, ma'am, but if you like, you may use my name at today's date.
[CUSTOMER][NEUTRAL] [PII] OK.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] All right, you're welcome and thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Mhm bye.