AccountId: 011433970860
ContactId: aff0d7fd-2692-4924-8ffa-472204bd1d0a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 386600 ms
Total Talk Time (AGENT): 159034 ms
Total Talk Time (CUSTOMER): 111580 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/aff0d7fd-2692-4924-8ffa-472204bd1d0a_20250619T15:21_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] Yeah.
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and I'm calling for dental provider office. I'm just looking at claim status. Good morning.
[AGENT][POSITIVE] Good morning how you doing today [PII]?
[CUSTOMER][POSITIVE] Yeah, I'm doing well. How are you?
[AGENT][POSITIVE] I'm doing good, thanks for asking. And may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes. So callback number is [PII].
[AGENT][NEUTRAL] Thank you for that and how many claims do you have in total today?
[CUSTOMER][NEUTRAL] Only one.
[AGENT][NEUTRAL] Alright and may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yeah. Actually, we have a social security number for the patient. So, the Social Security number, yeah, it's [PII].
[AGENT][NEUTRAL] Oh, OK, that's fine.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name?
[CUSTOMER][NEUTRAL] Yes. So, first name is [PII] and last name is [PII] And the date of birth is um [PII].
[AGENT][NEUTRAL] OK, you said first name is [PII], last name [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, the only reason I'm asking is because I'm not showing a policy with the social. Let me search with the name and see if anything comes up. Hold on one moment.
[CUSTOMER][POSITIVE] Yeah, sure. Thank you.
[AGENT][NEUTRAL] Do you have the claim number?
[CUSTOMER][NEUTRAL] No, I haven't know any claim number.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And then for dental this might be it. Let me see if this is her.
[AGENT][NEUTRAL] Does she have a middle initial? I'm just trying to locate the policy. I think this might be her. I hope so.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have a middle initial for her?
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, this might be her. OK, what's the date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, I found it. Thank you so much for verifying and all the information provided is a verification of benefits, not a guarantee of payment. So the policy number is 615.
[AGENT][NEUTRAL] 823.
[CUSTOMER][NEUTRAL] Uh, give me a second. Uh, can you repeat once again? 165.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure. 615.
[AGENT][NEUTRAL] 823.
[CUSTOMER][NEUTRAL] OK. 823.
[AGENT][NEUTRAL] And may I have the date of service for the claim you'd like to look at?
[CUSTOMER][NEUTRAL] Yes, so the date of service is [PII].
[AGENT][NEUTRAL] And the total bills?
[CUSTOMER][NEUTRAL] Uh, hold on, please.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] $98.
[AGENT][NEUTRAL] Here we go.
[AGENT][NEUTRAL] And can you verify the name of the provider's office on the claim?
[CUSTOMER][NEUTRAL] Yes, so provider name is [PII].
[CUSTOMER][NEUTRAL] Do you need an office um address?
[AGENT][NEUTRAL] Oh no, that's OK. So I'm showing the claim was received on [PII]?
[AGENT][NEUTRAL] The claim number is 360.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 68
[AGENT][NEUTRAL] 60.
[AGENT][NEUTRAL] And on [PII], we paid out on the claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] A total of $40.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And did you need the check number or anything? OK, hold on one moment, let me get that for you.
[CUSTOMER][NEUTRAL] And check number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So it's a single check. Hold on one moment, I'm getting it for you now.
[AGENT][NEUTRAL] Um, it was issued on [PII]. Check number 204.
[AGENT][NEUTRAL] 7008.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 204-700-98.
[AGENT][NEUTRAL] Mhm. 8.
[CUSTOMER][NEUTRAL] OK. And uh uh it is the claim number is 3,606,860, right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK. And if pay to provider, right?
[AGENT][NEUTRAL] Yes, it was paid to the provider.
[AGENT][POSITIVE] Now, it's coming from [PII], so I don't know um where, you know, where you are, if it's been received yet, but it is still showing as outstanding.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, it's uh, 00 yeah, it's like.
[CUSTOMER][NEUTRAL] OK. It's our state is [PII], the city is [PII].
[AGENT][NEUTRAL] So if by [PII] you haven't received the um check, just give us a call and we can check on the check. Um, if it has in fact been cleared, we can provide a copy of the clear check. If not, we can void this one and reissue for you.
[CUSTOMER][NEUTRAL] OK, OK. No problem. And what's your uh call reference number?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date and again that's [PII], first initials and my last name is [PII].
[CUSTOMER][POSITIVE] OK, thank you. And today's date, right?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] Thank you, thank you so much and have a nice day bye bye.
[AGENT][POSITIVE] You're welcome [PII]. Was there anything else I could assist you with today?
[CUSTOMER][POSITIVE] No, thank you. Thank you so much.
[AGENT][POSITIVE] Alright, thanks for calling APL. Bye bye.