AccountId: 011433970860
ContactId: aa4d9622-0420-4f46-9f51-3c5e33924480
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169520 ms
Total Talk Time (AGENT): 61895 ms
Total Talk Time (CUSTOMER): 78818 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/aa4d9622-0420-4f46-9f51-3c5e33924480_20250226T17:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, ma'am. I'm calling from, uh, a dental provider's office. My name is [PII]. I'm calling in regards of a patient, um, that is scheduled with us today. I called yesterday to get um eligibility, but she did let me know there was a claim recently sent out, and I was calling to see if I can get that, um, claim history.
[AGENT][NEUTRAL] OK, all right. Ms. [PII], what is the name of the provider's office you're calling from?
[CUSTOMER][NEUTRAL] Jefferson Dental.
[AGENT][NEUTRAL] OK, and you're just needing the benefit information um for the claim that was filed previously, is that correct for the patient? OK and what's the.
[CUSTOMER][POSITIVE] Yes, ma'am. Yes, correct.
[AGENT][NEUTRAL] What's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh, the patient's name is [PII]. Her date of birth is [PII].
[CUSTOMER][NEUTRAL] And let's see the policy number.
[CUSTOMER][NEUTRAL] I I'm sorry.
[CUSTOMER][NEUTRAL] It is 0201.
[CUSTOMER][NEUTRAL] 3730.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][POSITIVE] Now I can make sure I did.
[AGENT][NEUTRAL] OK, so the claim was filed, but nothing has been done with it yet. It's still under review.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So you have to give it 7 to 10 business days for the review to complete before we can get information on it.
[CUSTOMER][NEUTRAL] OK, um, just because she is wanting to get services done today, so I just need to know, um.
[CUSTOMER][POSITIVE] If the code, the procedure codes, uh, we're gonna use today are gonna be covered.
[AGENT][NEUTRAL] Right, I understand and I can't see anything on the claim until.
[AGENT][NEUTRAL] It's been processed because it's in um.
[AGENT][NEUTRAL] Processing right now.
[CUSTOMER][NEUTRAL] Oh, OK, alrighty then um.
[CUSTOMER][POSITIVE] Thank you so much for your help then.
[AGENT][POSITIVE] You're very welcome. I hope you have a good day, Ms. [PII]. Thank you for calling APL.
[CUSTOMER][NEUTRAL] Hi morning.
[CUSTOMER][POSITIVE] Thank you ma'am have a great day bye bye thank you bye bye.
[AGENT][NEUTRAL] You too. Bye bye.