AccountId: 011433970860
ContactId: aa0c5d2c-e7ad-426d-b743-5415c5424ad5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170600 ms
Total Talk Time (AGENT): 54266 ms
Total Talk Time (CUSTOMER): 72064 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/aa0c5d2c-e7ad-426d-b743-5415c5424ad5_20250429T20:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, [PII], I'm calling from a dental office and we received an EOB and there's, it says patient responsibility, nothing and then nothing paid so I was a little confused as to what it was.
[AGENT][NEUTRAL] OK. Can I get your name and a good callback number and I can check on that claim.
[CUSTOMER][NEUTRAL] Uh [PII] [PII].
[AGENT][NEUTRAL] OK, [PII], and do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Uh-huh, 02576308.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh huh, [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and what was that date of service?
[CUSTOMER][NEUTRAL] [PII] of this year.
[AGENT][NEUTRAL] OK, and you
[CUSTOMER][NEGATIVE] The only explanation it gives is awaiting information from benefits and a card, but I called them and they don't, they couldn't even find her by her ID policy number.
[AGENT][NEUTRAL] OK, I think we were waiting on eligibility. It looks like it's since been processed. Um, we
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yeah, it looks like we paid that.
[AGENT][NEUTRAL] And what will you give me the dentist's name again if you don't mind?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Looks like we made a payment on [PII] for 2-1040.
[CUSTOMER][NEUTRAL] OK, and is that a check or what?
[AGENT][NEUTRAL] Yes, it's a paper check.
[CUSTOMER][NEUTRAL] OK, good. Well, when it said benefits in a card, it made me think it was like a car, you know what I mean, gonna be one of those card payments, those virtual cards. I just wanna make sure it wasn't.
[AGENT][NEUTRAL] Oh, no, no, uh.
[AGENT][NEUTRAL] No, you should be receiving a paper check, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and was our suite number on there, the [PII]?
[AGENT][NEUTRAL] Um, let me see.
[CUSTOMER][POSITIVE] Looks like it's on this one thing that I got, so hopefully it is.
[AGENT][NEUTRAL] OK, let me make, make sure, let's see.
[CUSTOMER][NEUTRAL] We have a long address and sometimes that gets cut off.
[AGENT][NEUTRAL] OK, I got [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Correct, yeah, that's right.
[AGENT][NEUTRAL] OK, right.
[CUSTOMER][POSITIVE] OK very good thank you.
[AGENT][POSITIVE] Hi, thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.