AccountId: 011433970860
ContactId: ab992269-81d5-4ec0-b847-ba2aa9271b9d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 313279 ms
Total Talk Time (AGENT): 130170 ms
Total Talk Time (CUSTOMER): 111625 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/ab992269-81d5-4ec0-b847-ba2aa9271b9d_20250123T14:04_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. Good morning. My name is [PII]. Can you please help me verify for the payment status?
[AGENT][POSITIVE] Hello [PII], it would be my pleasure to assist you with the payment status. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII] and what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] Policy number 02363595.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth please sir?
[CUSTOMER][NEUTRAL] [PII]. Date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, thank you. And what is the date and this is for dental payment, correct?
[CUSTOMER][NEUTRAL] Mhm, yes.
[AGENT][NEUTRAL] All right and what is that date of service, please?
[CUSTOMER][NEUTRAL] [PII] bill amount of $220.22.
[AGENT][NEUTRAL] All right, thank you. And what is the facility name?
[CUSTOMER][POSITIVE] It's Henderson smiles.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Bear with me just one moment. It looks like we do have a check that has been reissued.
[AGENT][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 24 for $153.48.
[AGENT][POSITIVE] And that went to Henderson's smiles.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh, um,
[CUSTOMER][NEUTRAL] How long it will take to to.
[CUSTOMER][NEUTRAL] Um, to get an update for that.
[AGENT][NEUTRAL] To get an update.
[CUSTOMER][NEUTRAL] Mhm. For the issue of payment or it's already been
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] I'm, yeah. It looks like it cleared on [PII].
[CUSTOMER][NEUTRAL] Cash.
[CUSTOMER][NEUTRAL] 8:30, 0.
[CUSTOMER][NEUTRAL] OK hold on.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hold on let me check. I still have another.
[CUSTOMER][NEUTRAL] Question
[CUSTOMER][NEUTRAL] OK, um, is it OK to request a copy of EOB for this?
[AGENT][NEUTRAL] Yes sir, I can fax you a copy of the EOB. Now we also have a provider portal where you have 24/7 access to EOB's claim status as well as claim submission.
[AGENT][NEUTRAL] And that
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Site address is secured and it's [PII].
[AGENT][NEUTRAL] You are [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And I am getting this.
[AGENT][NEUTRAL] Facts together for you. Can I give you the claim number and check number?
[CUSTOMER][NEUTRAL] Um, I already have the claim number and check number. OK, maybe I just need to verify if I have it here correctly. Claim number 3471361, was that correct?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK, and yeah, for my fax number if you're ready.
[AGENT][NEUTRAL] All right, bear with me just one moment, [PII].
[AGENT][NEUTRAL] I'm ready for that fax number, [PII].
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And just to verify that fax number, I'm sending this to [PII]. Is that correct?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] [PII], that is on the way for you.
[AGENT][NEUTRAL] Is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And what will be the reference number for our call?
[AGENT][NEUTRAL] Reference number is my name and today's date, and I spell my name [PII] and the first [PII] last [PII] [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Thank you. Uh, yeah, I guess that would be all. Thank you so much for assisting me with this. Have a great day.
[AGENT][POSITIVE] My pleasure to assist you, [PII]. Thank you for calling APL and you should be receiving that fax shortly. Hope you have a great day as well.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Take care. Goodbye.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Take care. Bye.